Job Overview:
The Application Support Engineer works with customers assisting them in resolving technical and operational issues regarding Alogent products. Excellent communication, analytical, troubleshooting, and organizational skills are crucial, in addition to a desire to understand how our solutions drive value and improve the lives of our clients.
This position is hybrid working 3 days/week from our headquarters in Peachtree Corners, GA.
Responsibilities:
- Develops, manages & maintains client relationships
- Provides customer service to clients using a case tracking system for notes & management
- Provides expertise and coordinates unique and complex troubleshooting efforts between clients, engineering, development and development support and operations staff
- Reproduces reported software bugs/issues as required for case resolution
- Interfaces with technical development resources and internal client services personnel to determine the nature of non-routine and complex problems and implements remedial procedures for customer. Interacts with external, as well as internal clients for the purpose of data gathering, assisting with solution design, and ensuring development of solutions that meet or exceed client expectations
- Installs new and upgrades existing software releases for mission-critical software into test and production environments
- Resolves deployment related issues for clients and internal resources for test and production environments
- Identifies workarounds for issues where possible
- Identifies and reproduces software defects and documents them for development resources
- Understands and meets contractual commitments with regard to support for clients
- Holds meetings as required with assigned clients
- Creates/documents knowledgebase and/or training articles
- Available to support customer requests outside of business hours on an on-call rotational schedule and as needed for pre-scheduled after-hours activities
- Performs other related duties as directed by Lead Application Support Engineer or manager
The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.
Knowledge, Skills and Abilities:
- 3+ years' experience in a technical application support role
- Experience with Microsoft Windows Operating Systems
- Experience with Microsoft SQL Server (preferred) or other relational database technologies
- Experience with Web Applications hosted in IIS
- Experience with a bash scripting/terminal emulation environment, e.g. Cygwin, Powershell
- Excellent written and verbal communication, prioritization, and organization skills
- Networking knowledge - TCP/IP, DHCP, DNS, addressing, subnets LAN/WAN/Router/Firewall a plus
- Excellent understanding of the Client and Server architecture and troubleshooting methodologies and technologies
- Excellent understanding of HTTP Requests with WCF, SOAP, XML
- Excellent understanding of .Net Application structure and configuring .Net Application configurations
- Strong debugging and troubleshooting skills
- C#/.Net programming/debugging experience a plus
- Platform performance monitoring/evaluation a plus
- Familiarity with technical operations in a Credit Union or Bank environment a plus.
- Practical experience supporting financial core products, e.g. Episys (Symitar), Correlation, DNA a plus
- Technical degree or equivalent experience
Working Conditions:
- Must be able to work with possible distractions in the work environment
- May require sitting, standing, or being on phone calls for long periods of time
- Must be able to work weekends, nights, and on-call shifts
- Available to support customer requests outside of business hours on an on-call rotational schedule
- Ability to travel when required
Benefits:
- Competitive benefits including medical, dental, vision, life, disability, Employee Assistance Program, Flexible Spending Account, Group Accident, Critical Illness, Pet Insurance, Identity Protection Program and long-term care
- Excellent 401(k) plan with company match
- Paid time off (PTO) and Holidays
- Paid voluntary time off (VTO) day
- Wellness programs
- Monthly educational sessions for employees
- A knowledgeable, high-achieving, experienced, and fun team
- A diverse work atmosphere
