Assetsoft ยท 1 month ago
Application Support Engineer
United States
Full-time
Remote
Entry, Mid Level
2+ years expAssetsoft is a technology company seeking an Application Support Engineer. The ASE will provide end-to-end support for business-critical applications, resolve issues, and document solutions to ensure efficient onboarding and knowledge transfer.
ConsultingSoftware
Responsibilities
Serve as the primary point of contact for client-reported application issues raised through ticketing systems, email, or communication channels (e.g., Teams)
Analyze, troubleshoot, and resolve application-related issues, including access, performance, and configuration problems
Query and analyze SQL databases to retrieve data and resolve discrepancies
Test and debug API integrations for real-time data exchange between software systems (e.g., MRI, IVIVA)
Investigate browser-specific issues and recommend solutions (e.g., clearing cache)
Maintain a well-documented knowledge base with step-by-step guides for common issues
Log all incidents in a ticketing system, including troubleshooting steps and resolutions, to ensure traceability and consistency
Work closely with software vendors to escalate unresolved issues, ensuring timely responses within agreed SLAs
Partner with internal teams for cross-functional tasks such as testing, training, and process improvement
Conduct remote and onsite sessions for end users to help them understand system functionalities and best practices
Proactively identify recurring issues and implement preventive measures to enhance system stability
Perform post-implementation testing to verify the resolution of reported defects and validate system changes
Qualification
Required
Strong knowledge of SQL for data queries and troubleshooting
Hands-on experience with REST/SOAP APIs, including testing via tools like Postman
Familiarity with enterprise applications such as Yardi, MRI Software, Procore, and IVIVA, RapidGlobal
Experience in cloud integration and debugging applications built on .NET frameworks is a plus
Excellent analytical skills to quickly understand and resolve complex issues
Strong communication skills to engage with technical and non-technical stakeholders effectively
Ability to manage stress and handle aggressive timelines or challenging clients
Bachelor's degree in computer science, IT, or a related field
2+ years of experience in application support, technical troubleshooting, or a similar role
Exposure to real estate management systems and global client interactions is an asset
Familiarity with ticketing systems, remote desktop applications, and collaboration platforms (e.g., Teams)
Time Zone: Australian AEST; expected to be available from 8:00 AM AEST to 5:30 PM AEST
Location: Remote
Equipment: High-speed internet and a personal laptop are mandatory
The role involves managing critical incidents for clients in New Zealand and Australia
The ASE must liaise with team leaders and managers, ensuring alignment with client expectations and internal escalation policies
Exposure to highly micromanaged environments and readiness to adapt to evolving workflows are required
Preferred
Understanding real estate, property management systems, and accounting processes is preferred
Company
Assetsoft
Assetsoft is a global technology consulting firm.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase