Application Support Engineer

Summary

Join GoodLeap, a technology company focused on sustainable solutions, as an Application Support Engineer. You will be a subject matter expert on GoodLeap's proprietary software, providing technical support to internal and external customers. Your responsibilities include troubleshooting application issues, ensuring system stability, collaborating with development teams, and creating troubleshooting guides. You will also be responsible for identifying opportunities for automation and ensuring compliance with regulations and security standards. This role requires a Bachelor's degree in a technical field, 3+ years of experience in enterprise-level technical support, strong problem-solving skills, and proficiency in programming languages like Java, C, C++, JavaScript, Ruby, or PowerShell.

Requirements

• Bachelor’s Degree in a technical or a related field, or an equivalent combination of education and experience
• Minimum of 3 years of work experience, providing enterprise level technical support or software troubleshooting for a B2B company
• Speak and write with ease, clarity, and impact, using a communication style appropriate to the subject and the audience; must be fluent in English
• Strong problem-solving skills and the ability to diagnose complex application issues
• Fast learner with a technical curiosity, high aptitude and critical thinking
• Extraordinary customer service and relationship management experience
• The ability to effectively shift priorities and work at a rapid pace
• Technology exposure to AWS Services such as CloudWatch, DynamoDB, Elasticsearch, Cognito, S3, IAM etc
• Strong understanding of at least one database language
• Proficiency in at least one programming language such as Java, C, C++, JavaScript, Ruby, or PowerShell
• Display a strong work ethic and do whatever it takes to get the job done
• Ability to thrive in a fast-paced environment
• Must be available and willing to work in PST or MST timezone

Responsibilities

• Evaluates functionality of modules: troubleshoot bugs, test fixes, and verify functionality based on customer need or feedback
• Investigate and resolve application issues, ensuring minimal disruption to business operations
• Provide high level support for enterprise applications, working closely with end users, internal and external teams
• Continuously monitor application performance and system logs, proactively identifying potential issues
• Collaborate with software developers, DevOps, and infrastructure teams to ensure stability and performance
• Conduct in-depth analysis of re-occurring issues, work with Engineering to ensure issues are resolved and publishing results where required
• Create and maintain troubleshooting guides, knowledge-based documents and runbooks for efficient issue resolution
• Identify opportunities for automation to improve support processes and reduce manual work
• Ensure application is functioning per regulations, policies and security standards
• Be an advocate for installation partners and investment customers; maintain ownership of requests and follow through consistently until resolution is provided; proactively collaborate in a team environment with peers to assist in resolving customer issues
• Participate in system upgrades, software deployments or any related projects

Benefits

In addition to the above salary, this role may be eligible for a bonus