Application Support Specialist
1 month ago
We are seeking a highly skilled Application Support Engineer to join our 24x7 Follow the Sun support team. As a key member of our team, you will be responsible for providing exceptional technical support to our customers, collaborating with cross-functional teams to identify and resolve technical issues, and communicating effectively with stakeholders to ensure seamless support.
Key Responsibilities- Implement task automation and business workflow monitoring through scripting or other technologies.
- Work with customers to troubleshoot application issues and close the loop with all parties involved.
- Contribute to the definition and management of application layer technology standards and processes.
- Administer monitoring tools, including ProActiveNet, AlertSite, datadog, cloudwatch, PRTG, PagerDuty, graylog, Kibana, and custom scripts.
- Support new customer implementations and transitions from lower environments to production support.
- Respond to technical application questions and issues raised by customers, handle escalations using a swarming methodology, and participate in Hip Chat and Skype rooms during business hours.
- Respond to off-hour pages and escalations.
- Participate in maintenance, performance testing, operations acceptance testing (OAT), and release activities as required.
- Administer assigned JIRA ticket queues and follow up with appropriate parties.
- Provide feedback to product and development teams to improve usability and functionality of GHX applications.
- Adopt and participate in Knowledge Centered Support (KCS) by creating and modifying articles in SalesForce.
- 2+ years of Application Support or related experience.
- Ability to work from own initiative, learn quickly, and function effectively with team members in a high-pressure and dynamic environment.
- Effective listening, verbal, and written communication skills.
- Unix or Windows application production/customer support experience.
- Customer-focused attitude.
- Experience with task automation.
- Experience with environment monitoring tools.
- Amazon Web Services (AWS) or cloud-based architecture support experience.
- Ability to understand and work with complex enterprise application environments.
- Strong attention to detail and ability to follow established procedures.
- Windows and/or Unix OS proficiency.
- AWS – Amazon Web Services.
- Python, Perl, Unix, and/or Windows scripting experience.
- JBoss Application Server.
- JSON and restful API experience.
- Apache Tomcat.
- IIS Application Server.
- Understanding of OSI Model.
- JVM monitoring tools.
- Network monitoring.
- EDI (ANSI/X12), and XML knowledge.
- HTTPS, AS2, SFTP protocols.
- MySQL, MongoDB, DynamoDB, MSSQL, Oracle.
- 4-year degree in computer science or related field or equivalent experience.
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