Application Support Engineer

About the role

Our great client in DT Milwaukee has an immediate opening for an Application Support Engineer. The role provides advanced domain-specific technical support to customers, helping with troubleshooting and resolving customer-facing incidents and requests related to technology products and services in a domain.

Responsibilities

• Follow customer support processes and best practices to open and resolve customer incidents and requests.
• Document incident details, including customer perceived issue, customer goal, incident type, business application, work updates, and resolution notes.
• Link incidents worked on to the problem record for the issue.
• Respond to customer inquiries and provide prompt expert solutions to their complex technical issues.
• Analyze and diagnose common and moderately complex issues.
• Effectively use knowledge bases and provided troubleshooting tools to provide solutions or workarounds.
• Contribute to the knowledge base by updating support articles to improve resolution of issues.
• Collaborate with team members to follow the problem management process by opening problem records when pain points are found.
• Collaborate with cross-functional teams, including Tier 1, Tier 2, and Tier 3 (engineering), to escalate and coordinate the resolution of issues.

Qualifications

• Bachelor’s degree in computer science, information technology, management information systems, or related field; or direct work experience.
• Minimum of 1 year of professional experience needed, with at least one year of experience in the information technology field.
• Customer-centric mindset and a passion for learning and building on core technical and business knowledge.
• Strong interpersonal skills both verbally and written.
• Self-motivated and able to succeed in collaborative environment.
• Able to work self-directed, not requiring immediate direction.
• Technical aptitude and business aptitude for the area supported.
• Proficient in technical skills for the role.
• Able to logically analyze and solve customer technology issues.
• General understanding of the overall technologies used for the technical or application stack of the devices or applications supported.
• Experience in a customer support role that was either technical or non-technical.

Skills

• Must Have: Analytical, Troubleshooting, Customer Support, established system analysis
• Nice To Have: Basic SQL, Data Analysis, system monitoring

Benefits

Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans. They also offer an ESPP (employee stock purchase program) and a 401K program, as well as a HSA (Health Savings Account on the HDHP plan) and a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.