Application Support Specialist

hace 3 semanas

Guadalajara, México Human Staff A tiempo completo

Job Title: Application Support Specialist

Department: Engineering

Reports To: Manager, Tech Support

Seniority Level: Junior to Mid-level

Employment Type: Full-time

SUMMARY

ESSENTIAL DUTIES AND RESPONSIBILITIES
- Conduct analysis and troubleshooting to understand and replicate reported system issues.
- Clearly communicate software problems to Software Development team, advocating for a quick resolution and root cause analysis so we continue to improve the customer experience.
- When needed, engage, and collaborate with team members, customer service and engineering teams while identifying and resolving reported technical issues.
- Work with peers and customers in incident management, problem management, and change management.
- Document customer interactions in our support ticketing system and provide appropriate status updates to the reporting parties.
- Participate in regular support telephone conferences and periodic maintenance upgrades.
- Adhere to SLAs (Service Level Agreements), maintain a high level of customer relations through responsiveness and focus on ensuring customer satisfaction.
- Develop and maintain a functional understanding of the platforms and collaborate with the team and customers to provide top-level support.
- Drive incident escalation and resolution with internal and external teams to deliver the expected level of service for the business.
- Provide primary support for product integrations within our proprietary platforms.

QUALIFICATIONS AND REQUIREMENTS
- Ability to assimilate disparate information (log files, error messages, etc.) and pursue leads to find root cause problems.
- Hands on experience with Jira Service Management/ Service Desk or comparable product
- Ability to work a flexible schedule based on client needs and live event schedules, including off hours, weekends, and evenings as necessary.
- Knowledge of building basic SQL queries.
- Working knowledge of HTML, CSS, and JavaScript code.
- Conceptual understanding of software engineering and common software languages like Java.
- Strong debugging, problem solving, and investigative skills.
- Experience with Agile/Scrum methodology.
- Highly proficient business English - both verbal and written skills with the ability to communicate effectively with technical and non-technical staff.

PREFERRED SKILLS & QUALIFICATIONS
- Bachelor of Computer Science or equivalent degree
- Experience in programming/scripting languages.
- Experience working with a cloud service provider (AWS, GCP, Azure, etc.)
- Experience working remotely with a globally distributed team and with SaaS platforms is a big plus.

CONSIDERATIONS
- This is a 100% remote position for residents from any state in Mexico.
- Full time position with 100% payroll scheme + additional benefits
- Friendly, small company environment with progressive culture.

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