Echo Global Logistics
Software Engineer Support III ( Chicago, IL 60654 )
Echo Global Logistics, Chicago, Illinois, United States, 60290
At Echo, we foster a culture that promotes continuous learning, innovation, and personal development. Apply today and grow with Echo!The Software Support Engineer works independently and as part of the End User Computing team to support and maintain Echo core applications. This role serves as a point-of-contact for end users reporting various application issues. It is pertinent that this person demonstrates proficiency in all Echo business functions and applications. They must exhibit effective communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all assigned problems and solutions are worked, escalated, and communicated in a timely manner.Position Overview
The Software Support Engineer works independently and as part of the End User Computing team to support and maintain Echo core applications. This role serves as a point-of-contact for end users reporting various application issues. It is pertinent that this person demonstrates proficiency in all Echo business functions and applications. They must exhibit effective communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all assigned problems and solutions are worked, escalated, and communicated in a timely manner.Required Skills
Must reside in Chicago, ILExperience with Kubernetes, Docker, and AWS3+ years of experience working with VB.Net and C#3+ years of experience working with a DBMS (SQL Server Management Studio a big plus)Basic understanding of HTTP requests (Get, Post, Delete, etc.) and what an API is (Big plus if experience working with Postman or another API tool)Experience working with application monitoring tools like Splunk or Dynatrace – preferred but not requiredFamiliar with DevOpsFamiliar with ITIL frameworkAbility to work in an Agile environmentStrong problem-solving skillsExceptional customer service skillsExcellent verbal and written communication skillsSelf-managed, motivated, and team-orientedAbility to multi-task in a fast-paced, fluid work environmentStrong time management skills in a fast-paced environmentEffective communication skills and a keen sense of ownershipAbility to follow tasks through to their completion with a high degree of accuracy and qualityAbility to be thorough in collecting information for a user’s environment and issue they are experiencingAbility to follow detailed SOPs with consistency and little intervention from others after receiving training3+ years of prior application support experienceBachelor’s Degree in Computer Science, Engineering, or related years of experience and technical skills - preferred but not requiredJob Duties & Responsibilities
Provide advanced application support to end usersEnsure timely resolution of TECH requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues, and documenting resolutionsWork on bug fixes with autonomyInvestigate existing code and contribute to fixesLead innovation and continuous improvementImplement automationImplement improvements in processes and procedures to increase efficiencyContribute to meeting the defined SLAs and KPIs of the teamCreate Knowledge Base articles to document problems and solutionsUtilize Knowledge Base articles to resolve issuesCreate new documentation or update existing documentationLead projects related to deployment and upgrade activitiesPerform routine maintenance of select proprietary Echo applicationsOther application support work as dictated by the needs of the businessOnboard new team membersCommunicate effectively with both novice and proficient customers and end usersCollaborate regularly with both technical and business teamsCarry out root cause analysisMaintain a professional demeanor and positively represent Echo technology in all end user and customer interactionsWork closely with the Service Desk Leads, Dev Teams, and QA team to confirm production defects and identify alternative solutionsMaintain an attitude of commitment through an outward display of willingnessAct in the interest of the overall teamCreate and maintain a positive working relationship within the TECH Department and end user communitiesParticipate in the refinement and execution of TECH department and team initiativesParticipate in the expansion of the team’s knowledge and troubleshooting skills by offering effective cross-training and documentationParticipate in on-call rotation to provide 24x7 supportWork with infrastructure and development teams to gain a deep understanding of how the application is designedCreate and maintain Standard Operating Procedures for members of the Service Desk to follow where appropriateEcho Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.Work Environment/Physical Demands Summary
This job operates in an office environment and uses a computer, telephone, and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the workday. The employee is regularly required to sit, talk, or hear.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.
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The Software Support Engineer works independently and as part of the End User Computing team to support and maintain Echo core applications. This role serves as a point-of-contact for end users reporting various application issues. It is pertinent that this person demonstrates proficiency in all Echo business functions and applications. They must exhibit effective communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all assigned problems and solutions are worked, escalated, and communicated in a timely manner.Required Skills
Must reside in Chicago, ILExperience with Kubernetes, Docker, and AWS3+ years of experience working with VB.Net and C#3+ years of experience working with a DBMS (SQL Server Management Studio a big plus)Basic understanding of HTTP requests (Get, Post, Delete, etc.) and what an API is (Big plus if experience working with Postman or another API tool)Experience working with application monitoring tools like Splunk or Dynatrace – preferred but not requiredFamiliar with DevOpsFamiliar with ITIL frameworkAbility to work in an Agile environmentStrong problem-solving skillsExceptional customer service skillsExcellent verbal and written communication skillsSelf-managed, motivated, and team-orientedAbility to multi-task in a fast-paced, fluid work environmentStrong time management skills in a fast-paced environmentEffective communication skills and a keen sense of ownershipAbility to follow tasks through to their completion with a high degree of accuracy and qualityAbility to be thorough in collecting information for a user’s environment and issue they are experiencingAbility to follow detailed SOPs with consistency and little intervention from others after receiving training3+ years of prior application support experienceBachelor’s Degree in Computer Science, Engineering, or related years of experience and technical skills - preferred but not requiredJob Duties & Responsibilities
Provide advanced application support to end usersEnsure timely resolution of TECH requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues, and documenting resolutionsWork on bug fixes with autonomyInvestigate existing code and contribute to fixesLead innovation and continuous improvementImplement automationImplement improvements in processes and procedures to increase efficiencyContribute to meeting the defined SLAs and KPIs of the teamCreate Knowledge Base articles to document problems and solutionsUtilize Knowledge Base articles to resolve issuesCreate new documentation or update existing documentationLead projects related to deployment and upgrade activitiesPerform routine maintenance of select proprietary Echo applicationsOther application support work as dictated by the needs of the businessOnboard new team membersCommunicate effectively with both novice and proficient customers and end usersCollaborate regularly with both technical and business teamsCarry out root cause analysisMaintain a professional demeanor and positively represent Echo technology in all end user and customer interactionsWork closely with the Service Desk Leads, Dev Teams, and QA team to confirm production defects and identify alternative solutionsMaintain an attitude of commitment through an outward display of willingnessAct in the interest of the overall teamCreate and maintain a positive working relationship within the TECH Department and end user communitiesParticipate in the refinement and execution of TECH department and team initiativesParticipate in the expansion of the team’s knowledge and troubleshooting skills by offering effective cross-training and documentationParticipate in on-call rotation to provide 24x7 supportWork with infrastructure and development teams to gain a deep understanding of how the application is designedCreate and maintain Standard Operating Procedures for members of the Service Desk to follow where appropriateEcho Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.Work Environment/Physical Demands Summary
This job operates in an office environment and uses a computer, telephone, and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the workday. The employee is regularly required to sit, talk, or hear.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.
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