Application Support Engineer II

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Descrizione

Job Summary We are seeking an Application Support Engineer II to join our 24x7 Follow the Sun support team. You will be the front line for alert response and resolution, collaborating with cross-functional teams to identify and resolve technical issues, alerts, and cases. Effective communication with customers and stakeholders is essential, as you will need to relay status updates and escalate issues as necessary. The role demands excellent troubleshooting and problem-solving skills. Hybrid work options may be available, offering flexibility while maintaining round-the-clock support. Essential Duties and Responsibilities Work Customer issues in assigned SalesForce queue by troubleshooting application issues, and closing the loop with all parties involved. Contribute to the definition and management of application layer technology standards and processes including but not limited to: software version, configuration management, load balancing, database connectivity, and release/maintenance management. Monitoring tool administration (ProActiveNet, AlertSite, datadog, cloudwatch, PRTG, PagerDuty, graylog, Kibana, custom scripts). Support new customer implementations and the transitions from lower environments to production support. Respond to technical application questions and issues raised by customers in support of our Operating Level agreements. Handle escalations using a swarming methodology. Available in Hip Chat and Skype rooms during business hours. Respond to off hour’s

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