Job description
Who You Are
The Staff Application Support Engineer will be responsible for providing technical support, resolving software incidents, and providing implementation and operational maintenance of enterprise applications. You will also assist the team in finding resolutions and troubleshooting issues while being an escalation point if necessary. This role consistently collaborates with cross-functional teams to drive service requests and business initiatives to prompt and accurate resolution while maintaining a focused, customer-centric approach.
What You’ll Do
- System Integration and Application Maintenance
- Maintain and improve existing applications, both internal and third-party.
- Integrate various software components and third-party programs.
- Validate data flow between systems to facilitate data integrity.
- Observability and Monitoring
- Analyze ticket velocity and content to rapidly identify emerging issues.
- Classify work efforts (type and effort) accurately to aid in trend detection and capacity planning.
- Monitor the Application Support ticket queue and evaluate performance.
- Troubleshooting and Support
- Diagnose and resolve technical issues and system errors.
- Provide technical support and guidance to end users/team members (internal & cross-functional).
- Support data and/or system research initiatives.
- Maintain high availability for actively mentoring and developing colleagues’ skillsets and knowledge.
- Support teammates in upgrades, integrations, and projects.
- Operate in the role of subject matter expert and owner of the instances of Jira Cloud, Jira Software, Jira Service Management, Confluence environment, and Bitbucket Data Center environment.
- Documentation and Training
- Author and maintain comprehensive documentation for system configurations, processes, and changes.
- Identify mentoring and training opportunities for internal and partnering team members. (Note: This includes the development of materials and delivering training sessions.)
- Maintain accurate records of analysis and work performed within Jira daily tickets and projects.
- Practices self-development and promotes learning in others by proactively providing information, resources, advice, and expertise with coworkers and customers; building relationships with cross-functional stakeholders; influencing others through technical explanations and examples; adapting to competing demands and new responsibilities; listening and responding to, seeking, and addressing performance feedback; providing feedback to others and managers; creating and executing plans to capitalize on strengths and develop weaknesses; supporting team collaboration; and adapting to and learning from change, difficulties, and feedback.
- Collaboration and Communication
- Communicate proactively with stakeholders to understand requirements and provide updates.
- Effectively work independently or in collaboration with cross-functional teams, including developers, analysts, and program/project managers.
- Provides first and second level support to resolve difficult, complex, and sensitive problems with products and applications by meeting customer service standards to assist with issue prioritization (e.g., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly).
- Compliance and Standards
- Drive world-class IT support (response, remediation, communication) and best practices.
- Complete required training as assigned, including, but not limited to, company, industry, and security awareness.
- Maintain and enforce change control compliance for the application support team.
- Actively participate in high-level planning, such as recommending process improvements and conducting tool evaluations.
- Follows procedures for incident escalation and notification to leadership.
- Follows and facilitates the development of standard operating procedures.
- Project Management
- Facilitate efforts to meet key performance indicators (e.g., performance, availability, capacity).
- Coordinate with other teams to ensure project milestones are met.
- Lead projects as assigned, including contributing to timelines and resource selection, establishing deliverables, providing estimates, and maintaining project status.
- Completes work assignments and supports business-specific projects by applying expertise in subject area; supporting the development of work plans to meet business priorities and deadlines; ensuring team follows all procedures and policies; coordinating and assigning resources to accomplish priorities and deadlines; collaborating cross-functionally to make effective business decisions; solving complex problems; escalating high priority issues or risks, as appropriate; and recognizing and capitalizing on improvement opportunities.
What You’ll Need
- Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience.
- Minimum 5 years of experience with supporting and/or managing 3rd party Enterprise Server and Cloud application platforms (i.e., Salesforce, Aha!, Atlassian products – Jira, Jira Service Management, Confluence, Bitbucket, Opsgenie; Azure DevOps and GitHub).
- Working knowledge of database functionality with 4+ years of advanced skills in SQL and/or SOQL. This includes understanding complex joins, stored procedures, and other advanced database concepts.
- Minimum 4 years of experience utilizing modern development tools and technologies – Microsoft .NET (C#), Azure Cloud, PHP, Full-Stack architecture, AWS, Google Cloud.
- Minimum 4 years of experience working with various SDLC methodologies such as Waterfall, Agile (Scrum and Kanban); experienced in the use of standard agile tools.
- Minimum 2 years of experience with programming languages such as Java, Python, PowerShell, JavaScript, Jira Query Language (JQL), Assets Query Language (AQL), Apex, or similar.
- Experience working with 3rd party vendor support.
- Experience leading complex projects involving resources across multiple departments.
- Excellent interpersonal, verbal, and written communication skills.
- Minimum 4 years of experience writing documentation or standard operating procedures related to IT operations and support
- Strong working knowledge of change management/ITIL knowledge or certification a plus
- Linux knowledge is a plus.
- Salesforce administrator and/or developer skills are a plus.
- Strong customer service and problem-solving skills, including demonstrated ability to analyze issues and to work effectively with cross-functional groups to deliver solutions.
- Familiarity with standard office and collaboration applications (i.e, Teams, ServiceDesk, Atlassian Products, Office).
- Familiarity with SonarQube, Posit (fka R Studio), OneTrust, OvalEdge, DocuWare, and VMWare is a plus.
- Commitment to working flexible hours as necessary, including occasional evening and weekend hours and on-call rotation cadence.
