Application Support Engineer

About the role

We are seeking a knowledgeable Application Support Engineer to support, monitor, and maintain the efficiency of our Branded Calling software applications. In this role, your duties will include supporting internal and external clients, monitor and maintain our Branded Calling applications, and collaborating with colleagues to improve the applications.

To ensure success as an Application Support Engineer, you should possess experience in providing support in a fast-paced environment, and by being proactive in resolving issues that could impact our applications. A person employed in Application Support is responsible for managing the resolution of application and system issues that arise across the Branded Calling suite. There is an on-call rotation that takes place once per month.

What you'll be doing

• Providing software application support under the supervision of the Senior Engineer.
• Owns the production applications and ensures they are running as expected.
• Monitors Branded Calling application data for anomalies.
• Performing analysis on software application functionality and suggesting improvements.
• Consulting with the software development team, internal users, and clients to improve application performance.
• Ensure documentation is kept up to date by working with Engineering and QA
• Provides technical support to teams within the organization, and to external clients when required.
• Establishing and documenting the root causes of application errors and escalating serious concerns to the Senior Engineer.
• Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
• Monitoring application performance metrics.
• Provide observability to the applications managed.
• Implement Logging, Monitoring and Alerting for all applications.
• Proactively identify and resolve technical issues.
• Develop reports for teams across the business

What you'll need

• Bachelor's degree in computer science, information technology, information systems, computer engineering, or a related technical discipline.
• 6+ years of demonstrated experience in technical support, application support, or similar technical role.
• Ability to communicate complex technical concepts clearly to audiences with varying levels of technical knowledge.
• Strong verbal and written communication skills.
• Strong active listening, problem-solving, and interpersonal skills, with the patience to work through complex technical issues.
• Demonstrated commitment to exceptional customer service and effective relationship management.
• Strong critical-thinking, analytical, and troubleshooting skills.
• Working knowledge of AWS services, monitoring tools, and operational best practices, including Amazon CloudWatch, CloudWatch Agent, CloudWatch Logs, CloudWatch Alarms, Amazon EventBridge, AWS X-Ray, Amazon SNS, Amazon OpenSearch Service, and Amazon S3.
• Hands-on experience troubleshooting SIP signaling and call flows, preferably in production environments.
• Practical knowledge of RESTful APIs, including HTTP methods, status codes, authentication, and API troubleshooting.
• Working knowledge of Linux and Windows operating systems, including troubleshooting applications and services running in these environments.
• Working knowledge of relational and NoSQL database technologies, including PostgreSQL, Amazon Redshift, Apache Cassandra, and Amazon DynamoDB.

Bonus Points

• Perform automation activities using scripting languages such as bash, GNU utilities, Python, JavaScript and PowerShell for the Windows side.
• Software development experience
• ServiceNow ticket management
• SNMP configuration and development
• Databricks experience
• Webhook management

Company Benefits

Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we're helping our teammates reach their wellness goals while at work.

Add on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you!

Learn More About First Orion

First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers.

• First Orion has been voted a Great Place to Work with top rankings in every category.
• Learn more about what our employees have to say on our First Orion Glassdoor page and watch our People First Diversity Statement/Video.
• First Orion Culture Cornerstones are at the core of everything we do here.

Disclosure

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties, and responsibilities may change at any time with or without notice, based on the changing needs of our business.

This position is not eligible for employment-based immigration visa/status sponsorship. Employees are required to demonstrate proper work authorization as required by I-9 compliance.