What are the responsibilities and job description for the Application Support Engineer position at HH Global?
Purpose of the Job
The Application Support Engineer will be responsible for the review, investigation, and resolution of the Project Manager and Plan and Procure solutions support issues that cannot be resolved by Client Engagement or Technology and Delivery Teams. These issues will require a thorough understanding of HH Global business process, software development procedures, and our proprietary Project Manager and Plan and Procure solutions.
This will be a fully remote position based in the United States or hybrid based in Chicago, Illinois.
Key Responsibilities
Investigate internal and customer facing software issues
Manage Zendesk queue of tickets
Create and maintain related DevOps tickets
Identify root cause of issue with development team as needed
Recommend paths to issue resolution with internal teams as well as external users
Communicate possible workarounds to reported issues
Provide timely and clear updates on issue status, workarounds, and resolution.
Work with Product Management and Development teams and recommend changes to error handling
Work with QA teams to expand coverage of possible unknown real-world use cases
Maintain the Product Viva Engage
Document recurring issues
Maintain product user guides
Knowledge, Skills Experience
BA/BS degree or equivalent practical experience.
2-3 years of relevant experience.
Understanding the business, and business needs
High level understanding of the software development lifecycle
Strong analytical capability with the ability to meet deadlines
Strategic thinking and problem-solving skills
Excellent communication skills
Assertiveness and people skills
Decision-making abilities
Demonstrate great initiative and motivation in approaching their workload
Able to effectively work on several simultaneous projects in a fast-paced environment
Strong technical abilities and a genuine passion for new technologies and analytical tools is a plus
Project Management skills are a plus
Able to work in the United States without visa sponsorship
Company benefits
Healthcare, dental, vision insurance
Short-term and long-term disability coverage
401k with discretionary company match
16 days of PTO with 9 company holidays 3 floating holidays
For US applicants: The US base salary range for this position is $70,000 to $90,000 annually. Actual compensation packages are based on a variety of factors that are unique to each candidate, including skill set, experience, certifications and work location. This range may be different in other locations due to differences in the cost of labor.
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Salary : $70,000 - $90,000