Application Support Engineer II

We are seeking an Application Support Engineer II to join our 24x7 Follow the Sun support team, providing front-line support for technical issues and collaborating with cross-functional teams. Hybrid work options are available.

Requirements

• Work Customer issues in assigned SalesForce queue by troubleshooting application issues, and closing the loop with all parties involved.
• Contribute to the definition and management of application layer technology standards and processes.
• Monitor tool administration (ProActiveNet, AlertSite, datadog, cloudwatch, PRTG, PagerDuty, graylog, Kibana, custom scripts).
• Support new customer implementations and the transitions from lower environments to production support.
• Respond to technical application questions and issues raised by customers in support of our Operating Level agreements.
• Participates in maintenance, performance testing, operations acceptance testing (OAT) and / or release activities as required.
• Administer assigned JIRA ticket queues and follow up with appropriate parties.
• Provide feedback to product and development teams to improve usability and functionality of GHX applications.
• Adopt and participate in Knowledge Centered Support (KCS) by creating and modifying articles in SalesForce.