IMPORTANT SOFTWARE COMPANY HAS AN IMMEDIATE NEED FOR :
APPLICATION SUPPORT ENGINEER
Essential duties and responsibilities :
Own and resolve reported issues and inquiries related to the application system.
Conduct analysis and troubleshooting to understand and replicate reported system issues.
Clearly communicate software problems to Software Development team, advocating for a quick resolution and root cause analysis so we continue to improve the customer experience.
When needed, engage, and collaborate with team members, customer service and engineering teams while identifying and resolving reported technical issues.
Work with peers and customers in incident management, problem management, and change management.
Follow process to escalate software related issues, requiring code fixes, to the Engineering team.
When needed, adequately document the reported issue, and provide appropriate status updates to the reporting parties.
Participate in regular support telephone conferences and periodic maintenance upgrades.
Participate in the 24X7 on-call technical customer support cycle.
Adhere to SLAs (Service Level Agreements), maintain a high level of customer relations through responsiveness and focus on ensuring customer satisfaction.
Conduct required system administration, monitoring and preventative maintenance.
Adhere to defined processes and solutions, such as compliance to escalation procedures and customer support processes.
Maintain an active and excellent working relationship with customers and internal teams.
Qualifications and requirements :
4+ years of experience working within an IT function, directly supporting critical front-line business applications for customers.
Expertise in customer service skills with the ability to partner with business and engineering functions.
2+ years technical working experience supporting cloud-based SaaS applications.
2+ years working knowledge of application troubleshooting.
Knowledge of building basic SQL queries.
Conceptual understanding of software engineering and common software languages like Java.
Strong debugging, problem solving, and investigative skills.
Ability to assimilate disparate information (log files, error messages, etc.) and pursue leads to find root cause problems.
Experience with Agile / Scrum methodology.
Excellent proficient business English both verbal and written skills with the ability to communicate effectively with technical and non-technical staff.
Preferred Skills & Qualifications :
Experience working with a globally distributed team and managing near / off-shore teams.
Bachelor of Computer Science or equivalent degree
Experience supporting applications requiring common integration protocols (including REST API, SSO integration, etc.).
Experience in programming / scripting languages.
Experience with monitoring and ticketing solutions.
Experience working with a cloud service provider (AWS, GCP, Azure, etc.)
This position will be located in Guadalajara, Jalisco, Mexico
Full time position with 100% payroll scheme + additional benefits.
Friendly, small company environment with progressive culture, beverages and snacks.
We are proud to be an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
We celebrate the diversity of individuals from all backgrounds and identities, by creating a welcoming and inclusive culture where we reach our highest potential.
All employment is decided based on qualifications, merit, and business need"
If you are interested to apply, please send your Resume to Emilia Macías, emacias * , you must write in subject the name of the position;
also you can call to the following numbers* / *