Job Description
Higher Logic is an industry leader in cloud-based engagement platforms. Our data-driven approach gives organizations an expanded suite of engagement capabilities, including online communities and marketing automation. From the initial web visit to renewal and ongoing engagement, we help you track and manage interactions along each stage of the digital customer experience. Organizations worldwide use Higher Logic to bring people all together, by giving their community a home where they can interact, share ideas, answer questions, and stay connected. Everything we do - the tools and features in our software, our services, partnerships, best practices - drives our ultimate goal of making your organization successful.
The Application Engineering Developer provides technical support to our Customer Services and Support teams by troubleshooting our software services, providing solutions, and detecting application bugs. The Application Engineering Developer also provides support to the Operations, Development, and Platform/DevOps teams in managing and troubleshooting our software services in both physical and cloud-based environments. Application Engineering Developers are the first to respond to problems in the system. If unable to solve the problem, they alert and escalate to the appropriate team(s).
ESSENTIAL DUTIES AND RESPONSIBILITES:
- Focus on customer reported issues escalated by Customer Services teams; troubleshooting, performing basic code analysis, triaging, and/or writing SQL database queries to isolate issues and provide resolution; escalating to appropriate team as necessary.
- Take ownership of assigned tasks, following through on assignments until issues are resolved and closed.
- Develop proficiency in product knowledge, working towards subject matter expertise.
- Learn necessary IT tools and issue management tools to work through issues, along with processes defined for Service Level Agreements, bug escalation, and team procedures.
- Work with senior team members in investigating complex issues, determining root cause, and working issues toward resolution.
- Build, develop and grow cross-functional relationships; actively and collaboratively engage via internal communication channels, providing timely feedback on questions.
- Assist in monitoring system resources and application issues, escalating to appropriate team as necessary.
- Update documentation as necessary.
- May, infrequently, be requested to work an on-call shift, including nights, weekends, and holidays, as necessary.
- Conduct all business in accordance with Higher Logic policies and procedures.
- All other duties as
KNOWLEDGE AND ABILITIES REQUIRED:
- Basic knowledge of database structure, SQL, HTML, CSS, JavaScript, PHP, Object Oriented programming.
- Passion for problem solving and desire to learn.
- Time Management: Attends to a broader range of activities; uses time effectively and efficiently; concentrates on the more important priorities.
- Self-Starter: Works with moderate/limited supervision, engaging team members for assistance as needed.
- Adaptability: Flexible and quickly adjusts to changing priorities, responsibilities, assignments, expectations, and processes.
- Communication: Listens effectively; conveys information accurately and comprehensively; actively seeks feedback.
- Customer Focus: Understands and meets the needs of customers, addressing the interests and concerns of all organization stakeholders.
- Approachability: Builds strong work relationships and easily adjusts to how individuals and cross-functional teams work.
- Priority Setting: Quickly senses what will help or hinder accomplishing a goal; eliminates roadblocks and creates focus.
- Hands-on experience with generative AI tools and effective prompting techniques to support research, content development, and task automation, tool creation.
EXPERIENCE DESIRED:
- Typically requires a minimum of 2 years of related experience.
- Typical range for the role overall is 0-5 years.
- BA/BS degree or equivalent experience.
- Experience with SaaS applications, preferably in a support type setting.
- Familiarity with troubleshooting using browser dev tools.
- Familiarity with SQL, HTML, JavaScript, or PHP a plus.
- Strong customer service and problem-solving skills.
- Familiarity with IT tools, including issue management systems.
