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Sybrin · 1 month ago

Application Support Engineer (Associate - Intermediate) (Hybrid)

United States

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Sybrin is a company focused on providing critical software support to corporate customers. The Application Support Engineer will be responsible for troubleshooting, maintaining customer relationships, and ensuring production stability while providing leadership to junior engineers.

BankingFinancial ServicesInformation TechnologySoftware

Responsibilities

As an Application Support Engineer (ASE), you will be pivotal in ensuring the company's service delivery and adherence to contractual obligations. Your role goes beyond managing incidents and resolving problems; you will be responsible for maintaining production stability from both customer and company perspectives

The Application Support Engineer (ASE) is responsible for ensuring a seamless operational environment for customers and proactively enhancing the customer service experience. You will work to prevent recurring incidents and resolve any repeated issues within agreed time frames

As an Application Support Engineer (ASE), you will lead by example in managing the Incident Management System (IMS). Your role involves ensuring that all tickets are accurately updated and closed according to SLA standards, while also meeting quality expectations

As an Application Support Engineer (ASE), you will set the standard for technical and professional interactions with customers. Leveraging your service delivery experience, you will aim to exceed customer expectations and foster strong, trust-based relationships

As an experienced member of the Service Delivery team, the Application Support Engineer (ASE) will lead key functions and assume responsibilities typically managed by the Support Tech Lead. You will provide leadership and guidance to Juniors, and actively support and promote initiatives set by the Support Tech Leads

The Application Support Engineer (ASE) will handle escalations from Juniors, providing guidance on problem-solving, log file analysis, and troubleshooting. You will ensure adherence to Sybrin support and development best practices, implementing improvements where necessary. You will also manage customer escalations related to medium to high-impact issues while keeping management and the Support Tech Lead informed

The Application Support Engineer (ASE) is expected to positively influence and uphold the company culture within the teams under the Support Tech Lead and Service Delivery Manager (SDM). This includes reinforcing company values, providing regular recognition, and using constructive feedback to address deviations from these values. Additionally, you will share aspects of our company culture with customers to enhance our brand identity

The Application Support Engineer (ASE) is responsible for delivering high-quality solutions on time, adhering to Sybrin standards and best practices. You will be involved in all stages of solution delivery to ensure readiness for support, and maintain a strong understanding of the code and backend workings of the solutions you support

The Application Support Engineer (ASE) is responsible for applying deep knowledge of systems, components, and business processes to guide or create comprehensive test cases. You will conduct effective testing, anticipate impacts of changes, and maintain a database of test cases to streamline future testing efforts

The Application Support Engineer (ASE) is expected to demonstrate strong technical proficiency, including programming expertise, problem-solving skills, and adherence to best practices. You will be responsible for continuously improving your skills, following code review procedures, and ensuring high-quality, stable solutions

Qualification

Programming LanguagesInfra / Networking conceptsIISWeb ServicesCustomer Service MindsetWorks well under pressureProactiveReliableDedicatedTeam PlayerSelf-Motivated