APPLICATION SUPPORT ENGINEER CAREER OPPORTUNITY This is a rare opportunity to be part of an innovative product launching in an area new to cloud services. The primary focus of this role is deploying, maintaining, and supporting state-of-the-art cloud solutions used for digital evidence management by Public Safety and Law Enforcement customers worldwide. You will assist product teams to successfully introduce new products and versions to market as well as champion supportability and preventative action on behalf of customers.
APPLICATION SUPPORT ENGINEER ROLE AND RESPONSIBILITIES
Provide 2nd and 3rd line engineering support to the product
Provisioning, deploying, patching and upgrading primarily enterprise software hosted on the Azure cloud
Working closely with the development team to ensure successful deployment of software packages
Defining and implementing regular maintenance and health monitoring procedures
Work effectively with staff in all areas of the business, escalating when appropriate to management and/or development team
Take into account technical and commercial relationships with end users, partners and service providers
Deploy and provision systems to enable replication of customer issues to diagnose and repair without jeopardizing customer data or operations
Participate in 24x7 on-call rotations
APPLICATION SUPPORT ENGINEER REQUIRED SKILLS AND QUALIFICATIONS
Previous work experience in a software, application, or product support role
Knowledge and experience with web applications and configuration management
Working knowledge of Windows server and client technology, ideally supporting web applications and services
Knowledge of Azure portal and familiarity with Azure services
Strong skills and experience with scripting
Experience with basic SQL querying or report creation (Power BI)
Knowledge of Elasticsearch and Kibana
Experience configuring Application Monitoring and Dashboards
Experience working in an ITIL environment
Relevant technical customer support experience preferred, particularly within a public safety environment
The ideal candidate is self-motivated and a rapid learner
Understanding of what represents good 'customer service' and how to deliver it is essential
Efficient, effective, and respectful verbal and written communication skills including:
Being a good listener, able to identify and validate assumptions
Use of effective questioning to confirm understanding of a problem and then provide the needed assistance to resolve it
Methodical troubleshooting, technical skills, and attention to detail to be used in diagnosing problems and reproducing issues in a local environment
Multi-tasking and time-management to prioritize and switch between varied tasks
Strong problem-solving skills and ability to work effectively under pressure
Careful record keeping
Able to use initiative and to work effectively both independently and as part of a team
Bachelor's Degree in Information Technology, Computer Engineering or related field preferred; suitable and demonstrable professional experience will also be considered
