Application Support Engineer

Related keywords: government remote jobremote job no degreeremote job with no experience

Job Overview

The Application Support Engineer position at Embrace Software Inc is structured as a full-time remote role focused on providing technical support to government agencies using their high-volume workflow software. The company's solutions are essential for managing taxes, fees, and other essential public sector operations, hence the support provided by this role is critical.

The job entails working closely with the C#/.NET codebase, with a particular emphasis on the React and TypeScript frontend. The responsibilities include managing incoming support tickets, ensuring that client relationships are maintained, and making necessary code modifications to resolve issues effectively.

Role Responsibilities

The Application Support Engineer will be the first point of contact for customers experiencing technical problems. Below are the key responsibilities:

• Triage and manage incoming support tickets across multiple clients. It is essential to maintain the Service Level Agreement (SLA) response and resolution metrics.

• Direct communication with customers is paramount. The engineer will set expectations and provide timely status updates while translating technical issues into customer-friendly language.

• Read existing code and documentation to anticipate customer environments or potential issues.

• Implement code fixes in C#/.NET and make adjustments to code in React and TypeScript for both production and test setups.

• Escalate complex issues with thorough documentation to ensure continuity when required.

• Review software releases and test cloud environments, coordinating releases directly with customers.

• Participate in on-call support schedules for clients needing 24/7 support, which may include being available after typical working hours.

• Document incidents, resolutions, and valuable institutional knowledge for reference by other team members.

Required Skills and Qualifications

To be successful in this role, candidates should possess the following skills and qualifications:

• A Bachelor's degree in Computer Science, Information Systems, or a related discipline is preferred, or equivalent hands-on experience in a relevant role.

• Exceptional troubleshooting abilities are crucial. This includes the capability to analyze complex issues that may stem from misconfigurations, code defects, or customer-specific environments.

  

• Working knowledge of C#/.NET is necessary, enabling candidates to read, debug, and adjust code. While extensive experience may not be a requirement, familiarity is crucial.

• Comfort in working with React, TypeScript, or JavaScript is expected, as these technologies are integral to the role.

• Basic understanding of SQL and relational databases is also essential.

• Experience using Visual Studio or VS Code, as well as familiarity with reading logs and tracing errors, will be beneficial.

Work Environment and Attitude

The job environment requires candidates to demonstrate specific working traits:

• The ability to remain calm amid escalating situations with multiple customers.

• Clear written communication is essential for writing tickets, status updates, and emails that require no follow-up clarifications.

• Strong organizational skills are necessary to ensure that open issues are followed through and not neglected.

• A proactive approach to seeking assistance at appropriate times during problem resolution.

• Comfort in addressing customer calls when critical issues arise is vital for maintaining strong client relationships.

Additional Requirements and Benefits

Candidates must pass background checks for access to customer environments, and the role may sometimes require travel (approximately 10%). While the salary is competitive and will be commensurate with experience, the company also offers substantial benefits, including:

• Opportunities for career advancement and professional development, fostering personal growth in the technology and support sectors.

• Comprehensive health benefits aimed at ensuring employee well-being and peace of mind.

Conclusion

The Application Support Engineer role presents a unique opportunity for recent graduates or those with relevant experience who thrive in both customer-facing and code-facing situations. With a strong emphasis on problem-solving and communication, this position at Embrace Software Inc is pivotal in ensuring that government agencies receive the support they need to operate effectively with the software solutions provided.

This job offer was originally published on himalayas.app