Product Support Specialist

4 weeks ago

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

Apptium Technologies is seeking a skilled Product Support Specialist to join our team. As a Product Support Specialist, you will be responsible for delivering high-quality software support to our customers and partners.

Key Responsibilities:

  • Provide technical support for our complex software products, including prioritization, analysis, and resolution of problems.
  • Effectively manage customer escalations associated with complex problems reported in our software products.
  • Independently define and drive analysis and research of more difficult technical customer problems.
  • Root cause analysis on issues reported by customers by analyzing diagnostics, such as product logs, source code, network logs, server utilization, and DB reports.
  • Validate product bug fixes to ensure regression-free solutions and product functioning per specifications.
  • Develop and maintain specialized test environments to facilitate the reproduction and verification of solutions to technical problems.
  • 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 the scheduling of team resources and identify continuous improvement activities to enable effective and efficient technical support.

Requirements:

  • Bachelor's Degree or higher in fields such as 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 of 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. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, veteran status, or any other characteristics protected by law. Apptium participates in the E-Verify program.

About Apptium

Apptium is a leading technology solutions provider to enterprises serving the Communications, Media, Entertainment, and High-Tech industries. Our Cloud Commerce Platform is an XaaS commerce platform with over 28K pre-integrated products. We enable clients to optimize the digital customer journey, harnessing insight-driven data to drive real-time actions and deliver meaningful, customer-centric experiences across all channels.

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