Software Application Support Engineer

Software Application Support Engineer

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ARGO is a leading provider of software and analytics solutions for both the financial services and healthcare industries. ARGO transforms business processes for financial service providers and healthcare organizations using proven business models and software innovation informed by real customer challenges, breakthrough technology, and rich analytics.

The Software Application Support Engineer position is a 2nd level support position that works with ARGO customer’s technical teams and internal ARGO implementation teams to answer questions and solve problems associated with the development, implementation and use of ARGO products in Development, QA, Training and Production environments. Tickets are submitted by ARGO customers and the ARGO Support Analyst works the ticket until resolution

The ARGO Support Engineer role also includes the proactive monitoring of ARGO Customer’s Production environments with an additional level of support called EDMS. Through the Early Detection Monitoring Service (EDMS), the ARGO Support team proactively monitors ARGO solutions running in the production environment to predict and reduce potential outages. While other systems monitor the stability and reliability of portions of the environment in isolation, including hardware, database, or device, EDMS makes a comprehensive real-time evaluation of how well the ARGO application is performing in its interaction with each portion of the operating environment.

This support service uses predictive operational indicators to identify when production problems occur or when trends indicate a production issue is likely to impact mission-critical operations. Since ARGO also has immediate access to diagnostic information, EDMS significantly reduces resolution time and improves the operational reliability and performance of crucial applications.

EDUCATIONAL REQUIREMENTS:

• Bachelor’s degree preferably in CIS, Computer Science or MIS.

ESSENTIAL FUNCTIONS:

• Manage installation and maintenance of ARGO applications either directly (ARGO facilitated) or indirectly (customer facilitated with ARGO assistance).
• Provide telephone and e-mail support to ARGO customers and ARGO internal project implementation teams. Support consists of answering how-to questions from development environments and researching/resolving identified problems in customer QA, Training and Production environments
• Research problems to identify root cause (defect, configuration, environmental, or system design). This includes analyzing transaction, network and database traces to identify the cause.
• Identify and/or capture necessary information in order to work with the customer or developers to recreate the identified issues when applicable.
• Interface with other ARGO teams (2nd and 3rd level support teams; systems developers; Quality Assurance staff and Documentation staff)
• Train, document, and transfer knowledge of areas of expertise to other team members

KNOWLEDGE, PREFERRED SKILLS, AND ABILITIES:

• Effective written and verbal business and technical communication skills
• Able to produce customer facing documentation and interpret technical documentation
• Able to work in a team environment
• Hardware troubleshooting, troubleshooting customized applications, deep analysis of traces and logs with troubleshooting performance issues experience
• Ability to read application logs, similar to Unix syslogs.
• Experience researching informational, warning error, and exception messages in logs
• Experience with Windows operating system as a power user with extensive use of Windows accessories (services, task manager, & admin tools)
• Ability to write and run batch jobs (shell scripting)
• Experience with version control processes to manage multiple versions of each product in customer environments, as well as being able to identify the differences and migrate between them
• Network and Hardware support
• Experience with relational databases, specifically SQL Server
• Ability to understand concepts of data dictionaries, field variables, data types, SQL, executing and reading SQL profiler traces.
• LAN, WAN communication and TCP/IP protocol
• Operating system installation and configuration
• Ability to learn how to install and configure other 3rd party software used to support ARGO applications
• Ability to learn how to install, configure and implement new ARGO features as new versions are released
• Experience with Bit bucket or similiar for code repository
• General customer service skills
• Excellent problem solving skills over complex issues
• Desktop support experience is a plus
• General Knowledge of Teller, Lending, Positive Pay, or Item Processing is a plus
• Programming or scripting knowledge ( Java, LUA, Groovy, etc ) is a plus

ADDITIONAL REQUIREMENTS:
Applicants for U.S. or Canadian based positions with ARGO must be legally authorized to work in the United States or Canada. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for any ARGO position