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Lead Application Support Engineer

2 months ago

Los Angeles, California, United States eTeam Inc Full time

**Job Summary**

eTeam Inc is seeking a highly skilled Lead Application Support Engineer to join our team. As a key member of our technical support team, you will be responsible for providing top-notch support to our customers, troubleshooting complex technical issues, and collaborating with our development teams to resolve issues and improve our products.

Key Responsibilities:

  • Technical Support: Provide timely and effective technical support to our customers, resolving complex technical issues and ensuring high levels of customer satisfaction.
  • Issue Escalation: Own customer-reported issues escalations and coordinate with engineering teams to respond and resolve within SLAs.
  • Collaboration: Work closely with development teams to propose fixes or design changes, implementing fixes yourself where appropriate.
  • Knowledge Sharing: Document knowledge and transfer knowledge to colleagues to ensure seamless handovers and continuous improvement.
  • Process Improvement: Identify opportunities for improving troubleshooting techniques and building diagnostic tools to enhance our support processes.
  • Communication: Understand and communicate application workflow and behavior to assist customers and/or customer support teams.
  • System Administration: Design, develop, test, debug, and implement operating systems components, software tools, and utilities to ensure system stability and efficiency.
  • Requirements Gathering: Determine systems software design requirements to ensure alignment with business objectives.
  • Project Management: Ensure that system improvements are successfully implemented and monitored to increase efficiency.

Requirements:

  • 3+ years of industry experience
  • Proficient in Oracle SQL
  • Proficient in Python (writing Python queries, producing algorithms to extract data & massage data)
  • Familiar with Data Analytics, Data Manipulation, ETL (working with databases)
  • Linux/Unix bash and shell
  • Experience with web applications
  • Fluent in a scripting or programming language
  • Familiar with a cloud environment