Product Support Specialist

6 days ago

Reston, Virginia, United States Apptium Technologies Full time
Job Summary

We are seeking a highly skilled Product Support Specialist to join our team at Apptium Technologies. As a Product Support Specialist, you will be responsible for delivering exceptional software support to customers and partners, ensuring high-quality solutions and timely resolutions to technical issues.

Key Responsibilities

  • Provide technical support for complex system level software products, including prioritization, analysis, and resolution of problems.
  • Manage customer escalations associated with complex problems, ensuring high customer satisfaction.
  • Independently define and drive analysis and research of difficult technical customer problems, involving appropriate resources as needed.
  • Root cause analysis on issues reported by customers, analyzing diagnostics, logs, and other relevant data to provide RCA and solutions.
  • Validate product bug fixes to ensure regression-free solutions and product functioning.
  • Develop and maintain specialized test environments to facilitate the reproduction and verification of solutions.
  • Collaborate with R&D and other internal stakeholders during product problem resolution cycles.
  • Define and report on product supportability and readiness issues during the product life cycle.
  • Assist in scheduling team resources, identifying continuous improvement activities, and providing after-hours coverage as needed.

Requirements

  • Bachelor's Degree or higher in Computer Science, Computer Engineering, or equivalent professional experience.
  • 2-5 years of relevant experience.
  • Strong coding experience, preferably in Java or GoLang, knowledge of SQL and relational databases, experience with diverse operating systems, Linux preferred.
  • Knowledge on cloud infrastructure – AWS or GCP or Azure.
  • Experience in JIRA or equivalent ticket management system, Confluence or equivalent document management system, Logs and server monitoring.
  • Strong communication skills and aptitude for complex technical problem solving.

What We Offer

  • Competitive Salary and Compensation.
  • Annual Bonus Based on Personal Performance.
  • Medical, Dental, and Vision Insurance.
  • 3 Weeks of Paid Time Off Every Year.
  • UNLIMITED Sick Time.
  • Paid Holidays.
  • Fun Fit Fridays and More Initiatives Promoting Employee Health and Wellness.
  • Collaborative Work Environment.
  • Employee Referral Program.

Apptium Technologies is an equal opportunity employer, committed to diversity and inclusion. We participate in the E-Verify program.

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