Remote Senior Application Customer Support Engineer

Summary

Join our highly motivated and diverse team as a Senior Application Customer Support Engineer, providing remote support to clients on EXUS installations. Work in shifts and some weekends will be required.

Requirements

• University Degree in Computer Science or relevant discipline
• At least 8 years of relevant working experience
• Experience in Collections/Banking systems will be highly appreciated
• Very good knowledge of PL/SQL and Oracle Databases, DBA skills are required
• Customer-focused mentality with attention to detail and accuracy
• Discipline in properly following up all customer requests
• Strong communication, presentation, and writing skills in English

Responsibilities

• Provide L3 technical application support to a production application, systems, and business team
• Investigate incidents, interruptions, or bugs in operational systems
• Perform triaging and problem-solving to identify issues, and implement change or workaround to ensure continued use of the application
• Configure the Application via SQL Queries and code manipulation to optimize workflows and improve the productivity and efficiency of overall order fulfillment processes
• Serves as an escalation point to resolve application-based issues fielded by Tier 2 Application support
• Create and document processes and procedures for all tasks, systems, and new tools released from Engineering and provide training to the Tier 1 & 2 organizations
• Become intimately aware of the core products and how fulfillment workflows integrate from the customer to inVia systems
• Perform queries in Postgres, analysis of service and server logs, truncating log files to clear space, etc
• Serves as an escalation point for the Tier 1 and 2 resources for issues arising in production
• Improve configurations at new production sites
• Incident registration and management through EXUS’ Helpdesk software
• Analysis, resolution, and follow-up of reported incidents with the Engineering teams
• Development of Change Requests, testing, installation, and maintenance of EXUS’ proprietary software (by using PL/SQL Developer)
• Monitoring, health check, and application housekeeping of our managed service cloud environments
• Mentoring and guiding less experienced team members
• Regular communication with our clients

Benefits

• Fully remote work setup
• Competitive salary
• Inclusive work environment & Well-being Program
• A clear induction program & a mentoring buddy to help you
• Private health insurance allowance
• Unlimited time off