Application Support Engineer

2 weeks ago

San Diego, United States Patterned Learning AI Full time
Job Description
Application Support Engineer- Remote Job, 1+ Year Experience

Annual Income: $60K - $65K, Onsite

A valid work permit is necessary in the US/Canada

About us: Patterned Learning is a platform that aims to help developers code faster and more efficiently. It offers features such as collaborative coding, real-time multiplayer editing, and the ability to build, test, and deploy directly from the browser. The platform also provides tightly integrated code generation, editing, and output capabilities.

Job Overview

The Application Support Engineer I is a role within our Software Support division. The ideal candidate for this position will have strong technical skills and a passion for troubleshooting. This is a customer facing position, so this individual must have strong communication and customer service skills. Our team remotely supports production environments all around the globe to resolve issues and minimize the impact to production. The software support team troubleshoots both software and hardware issues. As an Application Support Engineer I you will find yourself troubleshooting in-house applications, 3rd party applications, data mining, report building, writing and working with complex queries, database management, indexing, and potentially promoting a software fix. Are you afraid of falling into the rut of doing the same thing day in day out? No problem is the same and no day is the same. You will be able to take pride in your work and be personally responsible for keep our customers multi-million dollar operations running smoothly.

Job Functions

  • Lead complex or high severity troubleshooting and incident resolutions by collaborating with customer and internal teams.
  • Demonstrate superior customer service (as measured by our customers: surveys and satisfaction from support renewals).
  • Create a close working relationship with business partners to identify pain points and provide better services.
  • Communicate updates in accordance with SLAs to key stakeholders.
  • Will test and coordinate modifications to the system when needed and troubleshoot problems when they occur.
  • Willingness to participate in an on call and/or escalation rotation.
  • Triage and thoroughly identify and document root cause. Work through SDLC to resolve issues.
  • Acts as liaison between business partners and engineering teams.
  • Perform QA functions for any issue resolution from support calls, as needed.
  • Understanding of the software development lifecycle (SDLC) as you will be interacting with various developers, business analysts, database analysts and project managers.
  • Performs visits to customer sites to perform any preventative maintenance that can increase the stability and control of the Exacta software (Proprietary Software)
  • Collaborate and work directly with engineering teams.
  • Develop Reports using SQL Server Reporting Services (SSRS) and Logi.
  • Create datasets to analyze and recreate issues reported by customers.
  • Ability to look through database and application log files to troubleshoot software issues.
Travel Requirements
  • 10% overnight travel (Travel expenses paid by Patterned Learning)
  • Travel includes site visits for preventative maintenance, support of critical issues and support transitions.
Preferred Skills and Required Qualifications
  • Bachelor's degree required, degree in Computer Science or Information Systems preferred.
  • Experience in agile methodology, CI/CD development and API integrations.
  • Technical experience with SQL, Oracle, XML, JSON, PL/SQL, and C# preferred.
  • 5+ years of application support experience in a production environment.
  • Excellent customer service skills. Remain positive and calm under pressure.
  • Excellent organizational skills and attention to detail, including the ability to prioritize and manage a variety of complex tasks.
  • Excellent analytical and problem-solving skills.
  • Ability to work in a fast-paced, team-orientated, and collaborative environment.
  • Experience working in supply chain, wms, wcs, wes, or other relevant positions preferred.
  • Strong verbal and written communication skills.
  • Must be eligible to work in the USA long term without sponsorship.
In addition to exciting work at a growing company, we offer the following benefits:
  • Health, Dental, and Vision Insurance
  • 401(k) Retirement Plan with a company match
  • Vacation/Holiday Pay
  • Tuition Reimbursement
  • Flexible Work Schedules
  • Volunteer Work
  • Professional Associations, Conferences and Subscriptions
  • Company Meetings & Events


Why Patterned Learning LLC?

Patterned Learning can provide intelligent suggestions, automate repetitive tasks, and assist developers in writing code more effectively. This can help reduce coding errors, improve productivity, and accelerate the development process.

The pattern recognition is particularly relevant in the context of coding. Neural networks, especially deep learning models, are commonly employed for pattern detection and classification tasks. These models simulate human decision-making and can identify patterns in data, making them well-suited for tasks like code analysis and generation.

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