Posted today · be early
Application Support Engineer I
RSA Security
IndiaremotePosted today
Skill Required
Software-EngineerApplication-SupportTechnical-SupportCustomer-Success-EngineeringIT-SupportApplication-Support-EngineerApplications-Support-AnalystApplication-Support-AnalystApplication-Support-SpecialistSupport-EngineerApplication DeveloperSystem AdministrationManual TestingMachine LearningtroubleshootingEngineeringnetworkingwrittenTestNGUnityCloudDesign PatternsandAIFulltime
Key highlights
- Required experience: 4+ years in support/troubleshooting
- Requires availability for 24/7 on-call/after-hours shifts
- Requires BA/BS in CS or technical degree (or equivalent experience)
- Focus on mission-critical commercial software applications
Role overview
The Application Support Engineer works with Outseer customers to ensure rapid identification, ownership, and resolution of application-level issues, in addition to communicating updates back to the customer. The Application Support Engineer will take ownership of application issues and work with the Outseer technical teams to triage and resolve issues which impact product performance and reliability in customer-specific environments.
Responsibilities
- Act as the primary technical liaison between customers and other departments to resolve application issues.
- Execute application sanity test to ensure application health.
- Provide technical assistance and remote troubleshooting support as part of a global 24/7 support organization, including availability to perform on-call (after hours) shifts.
- Partner with other technical teams to perform application patches and upgrades.
- Develop, document, mentor, and train others in support procedures for application-related triage and problem solving.
- Resolve highly complex technical issues associated with patch and upgrade deployments.
- Lead support case resolution efforts for prescribed customer cases
- Extensively research and document customer software and technical issues
- Collaborate with Customer Support, Escalation Engineering, and Cloud Operations to identify high priority application issues.
- Provide implementation assistance as a SME to Professional Services and Cloud Operations
- Guide Support Analysts in researching, resolving and documenting customer server issues.
- Partner with our Development, PS, and Cloud Operations teams to document bugs, perform basic regression testing, and ensure that new and newly upgraded application installations are successful.
Requirements
- BA/BS degree in CS or technical degrees; equivalent work experience will also be considered.
- 4+ years demonstrated experience supporting and troubleshooting mission-critical commercial software applications.
- Strong understanding of highly complex technical implementations which may include relational databases, networking, server set-up, single sign on and system administration.
- Service Minded: Deliver customer support with excellence and confidence.
- Detail oriented: Ability to prioritize a high-volume workload in a timely manner.
- Excellent verbal and written communication skills.
- Proven problem solver.
Additional details
- Desired Behaviors: Adaptability, Proactive Action, Effective Workload Management, Technical Proficiency, Continuous Learning, Effective Communication, Collaboration, Ethical Conduct and Competence, Good Citizenship.
- Outseer is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.
- Outseer encourages applicants of all ages.
- Originally posted on Himalayas
