Senior Application Support Engineer, Brightflag

• We’re seeking an experienced Senior Application Support Engineer who thrives on solving complex problems and deep diving to uncover solutions
• You are a proactive, technically strong thinker, and are able to translate complex challenges into practical solutions that put the customer first
• 6+ years of experience in web applications support
• Strong SQL query and report writing experience
• Strong experience supporting Java-based web applications, analyzing application logic, with a solid understanding of Java, JavaScript, and web technologies
• Solid experience analyzing log files using tools like AWS dashboards, CloudWatch, and Elastic Monitoring, with familiarity working with APIs and tools such as Postman
• Strong analytical and problem-solving skills - You’ll be an inquisitive problem solver, who loves getting to the bottom of the issue. It’s also important to have the foresight to anticipate any potential problems
• Clear communication skills with the ability to translate technical specifications to non-technical stakeholders and vice versa
• Highly collaborative with experience working cross-functionally to deliver customer-focused solutions

Desirable

• In this role, you’ll work as the technical escalation point in supporting our growing customer base across the globe, providing high impact solutions to ensure their experience is top notch
• You will anticipate and resolve issues and recommend customer-focused improvements
• You’ll collaborate closely with both our Customer Success and Engineering teams (QA, Developers, DevOp, Security) as the intermediary between these technical and customer-facing teams
• This is an opportunity to work in a culture that values collaboration and encourages innovative solutions - solving problems in ways that go above and beyond
• Provide detailed technical application support for our java Saas platform for Tier 2 & 3 issues
• Work with our global Customer Success teams to handle technical escalations, and taking ownership of Application Support tickets from troubleshooting through to resolution
• Showcase your SQL skills writing complex queries, creating reports, troubleshooting data issues, and providing detailed reporting requirements to internal teams - going beyond simple log checks
• Take ownership of issues from escalation to resolution, prioritising effectively and driving successful outcomes
• As a senior member of the team, provide guidance and advice to App Support team members on complex issues
• Grab the opportunity to tackle challenging, high-impact application support issues to make a real difference for our customers
• Champion a culture of improvement by proactively suggesting and driving changes in processes, tools, and best practices
• On call/ Out of hours work:
• Standard working hours are Monday-Friday, 9-5:30 Eastern Time, with occasional out-of-hours to support our international customer base
• Federal holiday work on rotation is a requirement, but we ensure you get your valuable time back
• There is no on-call requirement currently, although we do see this as a future aspect of the role, as we continue to grow