Job Description

About the RoleWe are looking for an Application Technical Support Engineer to provide enterprise-level assistance to our production applications and services.You will be responsible for the stability, integrity, and operation of our production applications by supporting, monitoring and driving optimizations while also providing root cause analysis with recommendations for improvements.You will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. ResponsibilitiesWhat you’ll get to do:Provide tier two application support to production systems and identify any issue in production.Taking ownership of customer issues reported and seeing problems through to resolution.Collaborate with product and engineering teams to fix bugs.Participate in regular rotations for weekday and weekend on-call coverage, providing emergency support to customers, or working with the SRE team to coordinate incident communications.Monitor performance metrics for various production systems, identify root cause for all technical issues and work with the engineering team to resolve them.Manage team ticket queue and resolve in a timely manner.Develop and maintain accurate technical, software operations and support related documentation.Work with software vendors to have application issues fixed, both short term and long term (root cause). Act as a technical resource during other projects as required.