Application Support Engineer
Found in: beBee jobs US - 1 week ago
Our Application Support Engineers are responsible for managing the resolution of application and infrastructure issues that occur in our customers' hosted environments reported by the customer, monitoring, or Lumin Digital testers. A qualified candidate possesses exceptional communication skills, good problem solving techniques, and a solid understanding of enterprise applications. The position demands an ability to manage multiple high-level tasks under pressure.
ESSENTIAL FUNCTIONS:
Triage and prioritize reported issues; address online banking support issues with priority, efficiency, and enthusiasm.
Work directly with banking institutions, third party vendors, and internal teams.
Perform level one troubleshooting steps to resolve unknown issues.
Follow troubleshooting runbook steps to resolve known issues to include assisting with online-banking issues related to admin and member logins, usability, features, bill pay services, etc.
Collect logs and other details and then escalate issues that cannot be resolved
Communicate issue statuses with customers and Lumin Digital internal teams
Develop a good understanding of the different technologies encompassing Lumin Digital online banking application and it's services
Assess banking institution needs and present solutions both from available configurations and designed features/products to solve their issues
KNOWLEDGE, SKILLS, & ABILITIES:
Customer focused and results oriented
Cultural fit. Humility. Strong sense of ownership, customer service, and integrity. Willing to walk in the mud; have positive attitude with the ability to interact with banking partners and co-workers to form strong working relationships
Solve problems and manage ambiguous situations while remaining calm in trying circumstances
Strong time management
Written and verbal communication skills with ability to articulate information internally and externally
Aptitude for technology and ability to work with support numerous systems; fast learner to pick up on written or verbal instructions
Commitment to continually improving yourself
Willing to participate in a 24x7 on-call rotation
Schedule: Must be able to work 9-6 PST
DESIRED SKILLS:
2+ years of experience working on an application support team
Knowledge of microservice architecture
Experience with Atlassian and similar tools
Experience supporting a hosted application
Understanding of the Elastic Stack
Good full stack and environment troubleshooting skills
Strong documentation
Education
Bachelor's degree or higher in Computer Science, or equivalent experience
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