Tier III Application Support Engineer
Job Type: Full Time / Permanent
We are seeking experienced problem solvers to join our support team in meeting the growing needs of our customers. We are looking for someone who enjoys complex troubleshooting in a dynamic environment and are interested in new challenges supporting end users.
About the Role: In this team-based environment, you will be in the heart of the action with opportunities to learn from others, grow your skills and accelerate your career.
You will also: Be an ambassador, positively represent us and develop goodwill in all customer interactions ranging from staff to high-level decision-makers • Approach users with a can-do attitude, efficient approach and dependable follow-through • Diagnose nuanced performance issues spanning multiple software components • Replicate, describe, and troubleshoot complex bugs and product issues and capture actions taken in our ticketing system • Prioritize support tickets and exercise individual judgment based on issue severity • Manage the ticket escalation process and work closely with engineering team in reporting and tracking software bug resolution • Help us build our knowledge base by actively updating and adding to product documentation, FAQ’s and support materials • Be a role model for other levels of support engineers and find opportunities to improve timeliness and efficiency • Be ready and willing to step up where needed to provide superior customer service
About You: As an Application Support Engineer III, you are part of the front-line team working with our broad set of customers. As part of this global team, we rely on you to represent us through responsive, thoughtful problem-solving to maintain strong relationships. This means demonstrating excellent professional communication skills, applying deductive approaches to troubleshoot issues and documenting solutions for continuous improvement. You don’t have to check all the boxes, but these are some of the skills and experiences we think are important for this role: • Expert troubleshooting and problem-solving skills in a professional environment • Ability to collaborate and work effectively in a team • Ability to excel in a fast-paced environment, embrace change, and show good judgment • Track record of professional and effective verbal and written communication skills with customers and end users • Experience in one or many areas such as online technologies, online services, software coding/testing, video production or editing, or similar web or video application tools • Demonstrated knowledge of Windows/Mac OS/browser, hardware, Windows server 2008/2012, IIS, Windows Media Services, and Microsoft SQL 2008/2016, networking, web applications troubleshooting • Working knowledge of how to use perfmon, Fiddler, Wireshark, or similar diagnostic tool.