Application Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for technical application support, collaborating with users to identify, diagnose, and resolve issues.

• Assess incoming support cases, evaluate severity and impact, and manage issues until resolution.

• Diagnose application issues across user workflows, web browsers, application services, and databases.

• Provide direct support for web browser-related challenges, including cache/cookie issues, compatibility concerns, and browser developer tools.

• Investigate and rectify data issues utilizing SQL Server, including crafting SQL queries to analyze and correct data inconsistencies.

• Support and troubleshoot applications developed on the .NET (C#) framework, emphasizing issue resolution rather than feature development.

• Monitor, investigate, and document application issues within Azure cloud environments.

• Utilize Azure DevOps to log, track, and update incidents, defects, and support-related tasks.

• Escalate complex issues to engineering teams with comprehensive documentation, reproduction steps, and technical findings.

• Validate solutions and communicate updates on resolutions clearly to users.

• Assist with application releases through smoke testing, post-deployment validation, and user communication.

• Develop and maintain support documentation, runbooks, and knowledge base articles.

• Handle multiple active support cases while adhering to response and resolution expectations.

⛳️ Requirements

• Extensive experience providing support for applications developed with .NET / C#.

• Familiarity with Microsoft Azure cloud platforms and cloud-hosted applications.

• Proficient in using Azure DevOps for incident tracking, issue management, and collaboration with engineering teams.

• Expertise in SQL Server, including writing and executing SQL queries for troubleshooting and data correction.

• Strong understanding of web technologies and hands-on experience troubleshooting Chrome, Edge, Firefox, and Safari.

• Knowledge of application logging, monitoring, and basic performance troubleshooting.

• Over 3 years of experience in technical support, application support, or production support roles.

• Bachelor’s degree in Computer Science, Information Technology, or equivalent professional experience.

• Exceptional customer service and communication skills, with the ability to clearly explain technical issues to users.

• Strong problem-solving abilities and attention to detail.

• Capacity to remain calm, organized, and effective while managing multiple issues and priorities.

• Collaborative approach and comfort working alongside engineering and product teams.

• Experience in an Agile or fast-paced support environment is a plus.

• Must have authorization to work for any employer in the US; this position is not eligible for visa sponsorship.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holidays.

• Retirement savings plan with employer matching.

• Opportunities for professional growth and development.

• Flexible work environment and schedule options.