Application Support Engineer

[Employer] connects our customers and teams globally, empowering CX leaders with performance and insights to make smarter decisions, delight customers, and drive lasting business impact.

We are seeking a Application Support Engineer to assist our customers with analyzing and addressing their technical issues and resolve complex technical escalations in creative and effective ways. As a Tier 3 engineer, you will be the primary liaison between our customers, technical support and our engineering teams. You will be responsible for reporting and resolving operational issues, maintenance problems and customer found defects. Responsibilities Engage the customer in performing remote application configuration, troubleshooting service and integration issues. Understand product flows and correlate them with specific customer configurations in order to be able to analyse product logs and find a resolution for the customer reported issues Filter customer reported product defects, qualify, quantify and route to appropriate team if needed, or own all throughout to resolution Work with our internal tools and engineering teams to reproduce in-house customer reported problems and fix where possible Report operational issues, maintenance problems or bugs to product engineering Be a liaison between customers and all of our internal teams - engineering, support, product management, etc. Qualifications Proven experience leveraging AI-enabled tools to enhance efficiency, problem-solving, and collaboration. Working knowledge of MySQL Experience knowledge of Application Programming Interface (API) Debugging using OCI, Amplitude, Grafana logs or similar Strong organizational and time management skills and the ability to prioritize conflicting demands

• Some experience in web programming language such as (PHP, JavaScript, NodeJs, Python etc.)
• 4+ years of providing technical support to enterprise level customers
• Knowledge of VOIP industry protocols (SIP, HTTP/HTTPS, SSH, UDP/TCP)

-Network components and infrastructure

• Computer and mobile operating systems (Windows OS, macOS, iOS/Android)

But don't forget these attributes as well:

• Bachelor's degree in a technical field and/or comparable industry certifications and experience
• Strong organizational and time management skills
• Ability to prioritize conflicting demands
• Excellent verbal and written communication skills
• Team player with positive attitude
• External customer support experience
• Avaya, Mitel and Cisco product knowledge and skills would be a benefit.

The compensation range reflects the Company’s good faith belief at the time of posting. [Employer] has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets. The range above reflects the potential base pay across the U.S. for this role; the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Further, individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience, knowledge, success, education and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time. Certain roles are eligible for additional rewards, including discretionary merit increases, bonus and/or stock. Certain roles have the opportunity to earn sales variable compensation incentives based on the terms of the plan and the employee’s role.

Salary Ranges:

[Employer] is proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

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Originally posted on [Employer]