SymphonyAI
Senior Application Support Engineer
SymphonyAI, Stuart, Iowa, United States, 50250
Introduction:
A role of Senior Application Support Engineer exists in the Global Customer Support organization of a major multinational company. We are looking for an experienced Senior Application Support Engineer to coach and guide other Support Engineers. In this role, you will be reporting to the Regional Support Manager, responsible for providing technical leadership, gain an understanding of the product architecture, and ensuring that a high quality service is delivered to customers with adherence to strict SLAs.Job Description:Role ResponsibilitiesResponsible for the provision of third level technical support for our customersInvestigation and diagnosis of technical issues raised by customers on our product Sensa-NetRevealLiaise with customers to inform of progress, request information, manage expectations and close out issues in a timely mannerLog, track and update tickets in our issue tracking systemMaintain and manage/support test environments for problem replicationWork with Product Engineering and Project teams to liaise and identify solution to problems that are out of scope for the support teamWork closely with key customers to provide a premium level of support and ensure a high level of customer satisfactionAct as the subject matter expert and go-to person for complex issuesCoach and guide Team Members to meet their objectivesPrepare test cases, release notes, and test releasesParticipate and own where assigned the knowledge transfer from the project to support teamAble to cover some Public holidays to ensure that we have adequate support for our customersAble to cover for weekend support once in a quarterBe a significant contributor to our knowledge base/FAQProvide feedback on the product and make suggestions for improvementContribute ideas toward process improvements to improve the customer experienceOther support duties as determined from time to time by your managerEssential Knowledge and SkillsMinimum of 7 years working experience and with a minimum of 3 years of experience working as a support lead in a technical support environment (Level 3 support)Bachelors Degree or equivalent relevant experienceProven experience in a senior-level application support roleEffective communication and interpersonal skillsDesirable Knowledge and SkillsExperience working with customers in the financial services industry.Ability to juggle conflicting priorities and demands on time.Ability to be able to manage customer expectations.Be able to self-manage and work autonomously.Excellent communication skills in English (oral and written)Strong analytical skills and experience in resolving challenging technical support issues.Strong organizational skillsTechnologyHands on experience on supporting JAVA applicationsSolid experience in Middleware technologies such as WebSphere, JBOSS, WebLogic, Apache KafkaExperience with JavaEE and related server technologies such as JMS, Web Services, Servlets, JSP, JSF, JDBC/Datasource, Hibernate, Spring, is an advantage.Hands on experience in performance tuning - Heap configuration, Thread dump analysis, Deap dump analysisHands on experience in collect & Analysing AWR report for tuning & performance improvementDatabase (e.g., one of Oracle, DB2, SQL Server, Postgre SQL)Unix/Linux.MQ Series.
A role of Senior Application Support Engineer exists in the Global Customer Support organization of a major multinational company. We are looking for an experienced Senior Application Support Engineer to coach and guide other Support Engineers. In this role, you will be reporting to the Regional Support Manager, responsible for providing technical leadership, gain an understanding of the product architecture, and ensuring that a high quality service is delivered to customers with adherence to strict SLAs.Job Description:Role ResponsibilitiesResponsible for the provision of third level technical support for our customersInvestigation and diagnosis of technical issues raised by customers on our product Sensa-NetRevealLiaise with customers to inform of progress, request information, manage expectations and close out issues in a timely mannerLog, track and update tickets in our issue tracking systemMaintain and manage/support test environments for problem replicationWork with Product Engineering and Project teams to liaise and identify solution to problems that are out of scope for the support teamWork closely with key customers to provide a premium level of support and ensure a high level of customer satisfactionAct as the subject matter expert and go-to person for complex issuesCoach and guide Team Members to meet their objectivesPrepare test cases, release notes, and test releasesParticipate and own where assigned the knowledge transfer from the project to support teamAble to cover some Public holidays to ensure that we have adequate support for our customersAble to cover for weekend support once in a quarterBe a significant contributor to our knowledge base/FAQProvide feedback on the product and make suggestions for improvementContribute ideas toward process improvements to improve the customer experienceOther support duties as determined from time to time by your managerEssential Knowledge and SkillsMinimum of 7 years working experience and with a minimum of 3 years of experience working as a support lead in a technical support environment (Level 3 support)Bachelors Degree or equivalent relevant experienceProven experience in a senior-level application support roleEffective communication and interpersonal skillsDesirable Knowledge and SkillsExperience working with customers in the financial services industry.Ability to juggle conflicting priorities and demands on time.Ability to be able to manage customer expectations.Be able to self-manage and work autonomously.Excellent communication skills in English (oral and written)Strong analytical skills and experience in resolving challenging technical support issues.Strong organizational skillsTechnologyHands on experience on supporting JAVA applicationsSolid experience in Middleware technologies such as WebSphere, JBOSS, WebLogic, Apache KafkaExperience with JavaEE and related server technologies such as JMS, Web Services, Servlets, JSP, JSF, JDBC/Datasource, Hibernate, Spring, is an advantage.Hands on experience in performance tuning - Heap configuration, Thread dump analysis, Deap dump analysisHands on experience in collect & Analysing AWR report for tuning & performance improvementDatabase (e.g., one of Oracle, DB2, SQL Server, Postgre SQL)Unix/Linux.MQ Series.