Senior Application Support Technician
Report to: Manager of Customer Support, Distribution
Location: Remote - USA
Hours: 8am – 5pm Central time zone
Overview: As an Sr Application Support Technician, you will be a key contributor within our dynamic swarm support model, leveraging your technical expertise to resolve complex customer issues and ensure outstanding customer experience. This role focuses on in-depth problem-solving, technical troubleshooting, and collaborating with cross-functional teams to address intricate challenges. Your ability to diagnose and resolve complex issues efficiently and contribute to shared team knowledge will be critical to your success.
Key Focus Areas:
Swarm Collaboration: Act as an advanced technical resource within the swarm support model, collaborating with peers to resolve complex cases efficiently and sharing expertise to enhance team problem-solving. Support the team by contributing to the development and improvement of internal knowledge bases and resources.
Technical Expertise: Demonstrate proficiency in application diagnostics, monitoring tools, and database troubleshooting, along with familiarity in cloud platforms, APIs, network protocols, and basic accounting principles.
Daily Responsibilities:
Customer Support: Address escalated customer inquiries by diagnosing complex software issues and ensuring timely, high-quality resolutions across phone, email, and customer portal cases
Product Expertise: Act as a subject matter expert, maintaining deep knowledge of evolving product functionality, new releases, and their impact on customer needs.
Minimum Requirements:
Experience: 4+ years of experience in software/application support, bonus if with ERP or supply chain-related software products. Experience in troubleshooting complex technical issues, including those involving code, data, and environmental components.
Education: Bachelor’s Degree in a relevant field (e.g., Computer Science, Information Technology, Engineering, Accounting, Supply Chain Management, or a related technical discipline) or 4 years of direct, relevant work experience in other ERP and accounting systems, application support, technical troubleshooting, or IT-related roles.
Communication: Strong verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical stakeholders. Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines while maintaining a focus on customer satisfaction.
Collaboration: Proven ability to work as part of a fast-paced, high-performance team. Experience in a swarm support environment is a plus, emphasizing teamwork, shared knowledge, and collective problem-solving.
Adaptability and Resourcefulness: Possesses exceptional analytical and troubleshooting skills with a focus on delivering effective solutions that enhance the customer experience. Demonstrates strong decision-making abilities, ensuring well-informed and timely resolutions. Support agents must navigate unfamiliar issues independently, finding solutions without direct guidance for each case. This role requires leveraging Swarm support techniques, collaborating with team members, utilizing available resources, and adapting quickly to diverse and evolving challenges.
Technical Skills:
Monitoring and Logging: Experience with monitoring tools (e.g., Nagios, Splunk, Datadog) and analyzing application logs to identify issues.
Cloud Platforms: Knowledge of cloud services (e.g., AWS, Azure, Google Cloud) and the ability to troubleshoot applications hosted in cloud environments.
Network Troubleshooting: Understanding network protocols (TCP/IP, DNS, HTTP) and tools (Wireshark, traceroute) to diagnose connectivity issues.
Product Focus: Khameleon Cloud-based software is strategically designed to meet every business need of project-based dealerships and systems integrators. It offers all the tools dealers need to manage complex projects, sales, operations, and finances. Khameleon applications are hosted in Oracle’s cloud.
Industry Knowledge would be a plus:
