What are the responsibilities and job description for the Senior Application Support Engineer position at SymphonyAI?
Senior Application Support Engineer
We are seeking an experienced Senior Application Support Engineer to join our Global Customer Support organization. In this role, you will be responsible for providing technical leadership and guiding other Support Engineers.
Role Responsibilities:
- Provide third-level technical support to customers.
- Investigate and diagnose technical issues with Sensa-NetReveal.
- Liaise with customers to inform them of progress, request information, manage expectations, and close out issues in a timely manner.
- Log, track, and update tickets in our issue tracking system.
- Maintain and manage test environments for problem replication.
- Work with Product Engineering and Project teams to identify solutions to problems out of scope for the support team.
- Provide premium support to key customers and ensure high customer satisfaction.
- Act as subject matter expert and go-to person for complex issues.
- Coach and guide Team Members to meet their objectives.
- Prepare test cases, release notes, and test releases.
- Participate in knowledge transfer from project to support team.
- Cover some Public holidays and weekend support once a quarter.
- Contribute to our knowledge base/FAQ.
- Provide feedback on the product and suggest improvements.
- Contribute ideas toward process improvements to enhance the customer experience.
Essential Knowledge and Skills:
- Minimum 7 years working experience with 3 years in a Level 3 support environment.
- Bachelor's Degree or equivalent relevant experience.
- Proven experience in senior-level application support roles.
- Effective communication and interpersonal skills.
Desirable Knowledge and Skills:
- Experience working with financial services industry customers.
- Able to juggle conflicting priorities and demands on time.
- Able to manage customer expectations.
- Self-management and autonomous work capabilities.
- Excellent communication skills in English (oral and written).
- Strong analytical skills and experience resolving challenging technical support issues.
- Strong organizational skills.
Technology:
- Solid experience in Middleware technologies such as WebSphere, JBOSS, WebLogic, Apache Kafka.
- JavaEE and related server technologies experience (e.g., JMS, Web Services, Servlets, JSP, JSF, JDBC/Datasource, Hibernate, Spring).
- Hands-on performance tuning experience (Heap configuration, Thread dump analysis, Deap dump analysis).
- AWR report collection and analysis for tuning and performance improvement.
- Database experience (e.g., Oracle, DB2, SQL Server, Postgre SQL).
- Unix/Linux expertise.
- MQ Series.
