Applications Engineer

Position Summary

We are looking for anApplications Engineer to join our Hosting Operations team. Working as a bridge between customers and engineering teams, Application Engineers use customer input and sales information to design or re-design, setup, test and implement complex software programs and applications. They also provide technical support andexpertiseto customers, troubleshoot applications, responding to customer feedback, installations,maintenanceand monitoring, often documenting and reporting on customer environments.The primary responsibility of this position is to provide and manage, support, maintain availability, performance and security of the server infrastructure.This position willbe located inour Pune Officewith remote work option and preferred to work in US shift.

A Day in the Life

• Provide front line communication to internal and external customers for hosting requests that require hosting partner support, including (but not limited to) server certificate installs, new site buildouts and updates, overwrites, vanity URLs requests, and other requests as needed

• Triage cases in managed hosting services queue and assign or update as needed, communicating with hosting partner and providing updates to customer

• Follow processes for case triage and updates as defined in standard operating procedures

• Ability to work across multiple teams and products

• Responsible for positive support interactions

• Responsible for reviewing and managing notifications and correspondence for multiple shared mailboxes

• Manage incoming emails from hosting partner

• Update, create, andmaintainSOP and process documents as needed

• Review case backlog and update cases as needed

• Develop technical understanding of proprietary Association Management products and corresponding application knowledge

• Perform troubleshooting, testing, code deployment and custom configuration tasks

• Excellent relationship building skills and ability to work both individually and as a member of a team are necessary.

• Must be able to meet tight deadlines,leadby example, willing and able to roll-up sleeves and dive into the details when necessary

• Proventrack recordbuilding successful relationships and partnerships at all organizational levels, internally, externally, intra and interdepartmentally. Strongclientfocus with exceptional collaborative and influencing skills.

We would love to chat if you have...

• 3+ years of Application Support and Implementation Engineering experience

• Professional experience with Microsoft technologies such as Office, Domain Controllers, OS, IIS, and remote desktop

• Workingexperience of monitoring technologies such as Nagios,cloudwatchandPindom

• Working experienceofbackup

• Basic SQL Server management and query

• Experience with Cloud hosting environments

• Use of Ticketing System Software for support requests

• Knowledge of client environment or network troubleshooting strategies

• Practical experience providing client direct Technical or Product related support over phone, email, or ticketing system

• Understanding of proper change control procedures

• Ability to analyze logs to help find solutions to clientissues.

• Willing to work inThird shifts 6:30PMto3:30 AM.
• Relevant Engineering Degree orMCA or MCM Graduate with good academic grades.

Good to have

• AWS/AZURE/Windows certification

• Familiarity with ITIL or Microsoft Operations Framework guidelines

• Familiarity with PowerShell

• Knowledge of Proper change control practices

• Familiarity with change control software

• Preformed Monitoring and Maintenance tasks for a distributed system

• Understanding of security best practices and how to protect customer data

• Worked with websites and web applications including setup and configuration

• Understanding of Firewalls