Unily · 3 hours ago
Application Support Engineer (Level 2)
United States
Full-time
Remote
Mid Level
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Responsibilities
Raising of Product bugs where needed without any supervision.
Technical mentoring of Service Desk engineers.
Writing technical KBs to ensure appropriate guidance is available for the wider support teams.
Working closely with engineering teams to triage and better understand product features.
Ensuring an exemplary level of customer service is provided to all customers at all levels.
Answering queries and troubleshooting technical issues relating to our award-winning SaaS-based product, Unily. This is a .NET based application that tightly integrates with Office 365 and is built upon Azure cloud infrastructure.
Ownership and accountability on all support tickets, acting in the clients’ best interests and working according to SLAs.
Liaising with clients and internal teams on all aspects of work, which will require clear, concise and professional communications at all times.
Sharing knowledge with clients and peers alike.
Identifying opportunities for increasing client satisfaction as well as continual improvement in the way we work.
Qualification
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Required
Deep understanding of troubleshooting web-based business applications hosted on the Microsoft stack.
Experienced in administrating and working with SharePoint Online or other Office 365 services.
Experienced in working with SQL and Azure or similar cloud-based technologies.
Experienced communicator, both oral and written.
Experienced in providing support for business-critical enterprise technologies.
Scripting experience, including PowerShell and Microsoft SQL.
Experience of deployment/release technologies such as Octopus Deploy.
Experience of following and optimising formal processes, such as escalations and change control.
Experienced in documentation, such as ensuring complete and accurate ticket records, handovers, bug reports and knowledge base articles.
Experience of handling high volumes with competing priorities and SLAs.
Previous experience to the Microsoft coding stack is advantageous.
Excellent communicator, confident, clear and able to concisely deliver written and verbal messages even when they are difficult.
Calm and able to work through high stress situations in a logical and sympathetic manner.
Organised, able to manage competing priorities, enjoys planning, process and documentation.
Desire to take responsibility for situation resolution, driving it to a swift and satisfactory conclusion.
Able to inspire the team around you and exude confidence to your clients so they know they are in safe hands.
Ambitious high achiever, striving to achieve the highest personal and professional goals.
Strong team worker that collaborates consistently well within and across different business units.
Relishes making a positive difference to challenging situations for the benefit of clients and the business alike.
Benefits
23 vacation days
10 sick days
1 annual volunteer day
Medical, dental and vision coverage at $0 payroll cost at the employee-only coverage level and cover 50% for all other level
1x your annual salary in Life and AD&D coverage at no cost to you
3% match on your 401(k) and no vesting schedule after your first 90 days
1 fully paid volunteering day per year
An employee matching charity donation scheme
Options to lease an Electric Vehicle through our salary sacrifice scheme
Company
Unily
Unily is the full digital workplace solution uniting the very best of Microsoft Enterprise Technology.
Founded in 2006
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$68M2021-12-21Acquired· by CVC Capital Partners
2019-06-17Private Equity· $68M
Leadership Team
Anthony Woo
CEO - Unily APAC
Sam Hassani
Chief Technology Officer
Recent News
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