Application Engineer

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, and maintain SOP 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, lead by example, willing and able to roll-up sleeves and dive into the details when necessary

• Proven track record building successful relationships and partnerships at all organizational levels, internally, externally, intra and interdepartmentally. Strong client focus 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

• Working experience of monitoring technologies such as Nagios, cloudwatch and Pindom

• Working experience of backup

• 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 client issues.

• Willing to work in Third shifts 6:30 PM to 3:30 AM.
• Relevant Engineering Degree or MCA 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

• Medical, Dental Vision Benefits

• 401(k) Savings Plan Company Match
• Flexible Planned Paid Time Off
• Generous Sick Leave
• Casual Environment
• Purpose-Driven Culture
• Work-Life Balance
• Passionate About Community Involvement
• Company Paid Parental Leave
• Company Paid Short Term Disability
• Remote Flexibility