The Senior Application Support Engineer works with Outseer customers to ensure rapid identification, ownership, and resolution of application-level issues, in addition to communicating updates back to the customer. The Application Support Engineer will take ownership of application issues and work with the Outseer technical teams to triage and resolve issues that impact product performance and reliability in customer-specific environments.
In addition to working with customers, the Senior Application Support Engineer will routinely partner with our Development, Professional Services (PS), and Cloud Operations teams to document bugs, perform basic regression testing, and ensure that new and newly upgraded application installations are successful.
Essential Duties
Act as the primary technical liaison between customers and other departments to resolve application issues.
Execute application regression testing utilizing existing test scripts and processes.
Provide technical assistance and remote troubleshooting within a global 24/7 support organization, including after-hours on-call shifts and execution support during Sunday maintenance windows.
Experienced in Linux (system performance, networking, services, and log analysis)
Skilled in Ansible for automation, deployments, and configuration at scale
Work closely with our product and R&D teams in identifying gaps, bugs, and product improvements.
Partner with other technical teams to perform application patches and upgrades.
Develop, document, mentor, and train others in support procedures for application-related triage and problem solving.
Resolve highly complex technical issues associated with patch and upgrade deployments.
Lead support case resolution efforts for prescribed customer cases.
Extensively research and document customer software and technical issues.
Collaborate with Customer Support, Escalation Engineering, and infrastructure teams to identify high-priority application issues.
Provide implementation assistance as a Subject Matter Expert (SME) to Professional Services and Cloud Operations.
Guide Support Analysts in researching, resolving, and documenting customer server issues.
Desired Requirements
BA/BS degree in Computer Science or related technical degrees; equivalent work experience will also be considered.
6+ years of demonstrated experience supporting and troubleshooting mission-critical commercial software applications.
Grafana expertise—designing dashboards for uptime, performance, and operational insights
Strong understanding of highly complex technical implementations, including relational databases, networking, server setup, single sign-on, and system administration.
Service-Minded: You deliver customer support as you expect to receive it, with excellence and confidence.
Detail-Oriented with the ability to prioritize a high-volume workload in a timely manner.
Excellent verbal and written communication skills.
Proven Problem Solver: tenure tackling difficult challenges and quickly arriving at the best solution.
Desired Behaviors
Adaptability:
Demonstrates flexibility and openness to change. Actively seeks and adopts improved approaches and processes.
Proactive Action:
Takes initiative and is driven by results. Takes ownership of actions and outcomes, meeting commitments and striving for high performance.
Effective Workload Management:
Makes timely decisions, prioritizes tasks effectively, solves problems, monitors results, and takes corrective action when necessary.
Technical Proficiency
: Possesses a solid understanding of their role and responsibilities, demonstrating competence in performing tasks and utilizing relevant technical skills.
Continuous Learning
: Takes personal responsibility for learning and development. Recognizes personal strengths and areas for improvement, actively seeks feedback, and embraces opportunities to learn.
Effective Communication
: Demonstrates strong facilitation and written communication skills. Clearly articulates ideas and proposals, actively listens to colleagues' perspectives, and values diverse viewpoints.
Collaboration:
Shares information, fosters teamwork, and contributes to a positive work environment. Actively collaborates with others and encourages a sense of unity and cooperation among team members.
Ethical Conduct and Competence
: Acts with integrity and intent, displaying ethical character in all actions. Takes accountability for one's own behavior and aligns actions with the company's values and principles.
Good Citizenship
: Represents the values and interests of Outseer. Acts as a positive ambassador for the company and contributes to the overall well-being and success of the organization.
