ECI Software Solutions · 6 hours ago
Senior Application Support Technician
United States
Full-time
Remote
Mid, Senior Level
4+ years expECI Software Solutions is seeking a Senior Application Support Technician who will play a vital role in their dynamic support model. This position focuses on resolving complex customer issues through technical expertise and collaboration with cross-functional teams to enhance customer experience.
CRMEnterprise Resource Planning (ERP)SaaS
Responsibilities
Address escalated customer inquiries by diagnosing complex software issues and ensuring timely, high-quality resolutions across phone, email, and customer portal cases
Serve as a senior resource within the swarm support model, collaborating with peers to efficiently resolve challenging issues and sharing advanced insights to enhance team performance
Act as a subject matter expert, maintaining deep knowledge of evolving product functionality, new releases, and their impact on customer needs
Partner with cross-functional teams to resolve software defects, process enhancement requests, and address critical customer concerns effectively
Provide proactive and thorough follow-up on unresolved issues, ensuring clear, empathetic communication that keeps customers informed throughout the resolution process
Qualification
Required
4+ years of experience in software/application support, bonus if with ERP or supply chain-related software products
Experience in troubleshooting complex technical issues, including those involving code, data, and environmental components
Bachelor's Degree in a relevant field (e.g., Computer Science, Information Technology, Engineering, Accounting, Supply Chain Management, or a related technical discipline) or 4 years of direct, relevant work experience in other ERP and accounting systems, application support, technical troubleshooting, or IT-related roles
Strong verbal and written communication skills, with the ability to convey technical information clearly to both technical and non-technical stakeholders
Ability to handle multiple assignments, prioritize tasks, and meet demanding deadlines while maintaining a focus on customer satisfaction
Advanced troubleshooting and decision-making abilities to resolve complex challenges effectively
Proven ability to work as part of a fast-paced, high-performance team
Exceptional analytical and troubleshooting skills with a focus on delivering effective solutions that enhance the customer experience
Strong decision-making abilities, ensuring well-informed and timely resolutions
High-energy, can-do attitude with strong organizational skills and attention to detail
A passion for helping others and a commitment to ensuring customers have exceptional experiences when engaging with our team
Experience with monitoring tools (e.g., Nagios, Splunk, Datadog) and analyzing application logs to identify issues
Proficient understanding of APIs and SOAP services for troubleshooting integration issues
Knowledge of cloud services (e.g., AWS, Azure, Google Cloud) and the ability to troubleshoot applications hosted in cloud environments
Understanding network protocols (TCP/IP, DNS, HTTP) and tools (Wireshark, traceroute) to diagnose connectivity issues
Knowledge of Standard IT hardware and equipment
Ability to diagnose and solve application issues
Microsoft Office 365 tools and features
Preferred
Experience in a swarm support environment is a plus, emphasizing teamwork, shared knowledge, and collective problem-solving
Commercial Furniture experience
Security Systems Integrators
Audio Visual (AV) System Providers
Company
ECI Software Solutions
ECI Software Solutions provides small and medium-sized enterprises with business management tools and cloud-based technologies.
1001-5000 employees
H1B Sponsorship
ECI Software Solutions has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
Funding
Current Stage
Late StageTotal Funding
$80MKey Investors
New Enterprise AssociatesAccel
2020-11-19Acquired
2006-01-01Series Unknown
2002-01-02Series C· $21M
Leadership Team
Trevor Gruenewald
Chief Executive Officer
Fred Tillman
VP Product Development
Recent News
2026-01-15
Best ERP Software, Vendors, News and Reviews
2025-12-13
Company data provided by crunchbase