Application Support Engineer

Posted today

AutoCount Software Support

Position Overview:

The AutoCount Software Support role provides exceptional technical assistance and support to dealers and customers using AutoCount software products. This role requires strong technical knowledge, problem-solving skills, and a customer-centric mindset.

Responsibilities

• Customer Support: Respond promptly to customer inquiries, providing technical assistance and troubleshooting guidance via phone, email, or chat. Identify and resolve issues including software installation, configuration, usage, and integration. Ensure timely resolution of concerns in line with service level agreements. Document customer interactions in the CRM system. Escalate complex issues as needed.
• Product Knowledge and Training: Develop deep understanding of AutoCount software products; stay updated on releases and product updates. Conduct product training sessions for customers and create/update knowledge base articles and FAQs.
• Issue Resolution and Troubleshooting: Investigate and analyze software-related issues, reproduce problems to identify root causes, use diagnostic tools, and collaborate with development/QA to resolve defects or enhancements. Provide clear explanations to customers and guide them through steps.
• Customer Relationship Management: Build and maintain strong customer relationships, provide proactive updates, and relay customer feedback to product teams for improvements.

Requirements

• Bachelor's degree in Computer Science, IT, or related field. CPA certification is a plus.
• 1+ year of experience in technical/software support.
• Strong technical knowledge of POS and accounting software (installation, configuration, usage).
• Excellent problem-solving, analytical, and communication skills (written and verbal).
• Familiarity with databases, SQL queries, and troubleshooting methodologies.
• Detail-oriented with good organizational and time-management skills; ability to work independently and in a team; patient and customer-centric.
• Proficiency with CRM systems and customer support tools.

Software Support Engineer — Etrading Software

Posted 1 day ago

Location: (Various) | Company: Etrading Software

Overview:

Join Etrading Software to build the future of fintech. Support trading applications used internationally; determine and research client issues related to product functionality and provide timely solutions. The ideal candidate is technically savvy and collaborative, with issue ownership and accountability.

Role Responsibilities

• Provide software application support for Java/web applications in an AWS infrastructure.
• Consult with developers, internal users, and clients to improve application performance.
• Manage a ticketing system and maintain a comprehensive database of queries and resolutions.
• Identify root causes of errors and escalate to Architecture/Development teams as needed.
• Develop run books of operational processes and automate where possible; improve platform monitoring and dashboards.
• Troubleshoot customer tickets and continuously improve team/tools/processes.

About You

• 5+ years in 2nd/3rd line client-facing application support.
• Unix/Linux knowledge; AWS or other cloud experience; SQL knowledge; experience with Tomcat/Nginx/Kafka/Zookeeper or similar systems.
• Experience with Jira/Jira Servicedesk or equivalent.
• Willingness to work 24x7 shifts and extra hours during crisis.

Nice-to-Haves

• MongoDB experience; scripting languages; FIX applications.

Why Join Us?

Benefits and culture-focused information about happiness, transparency, excellence, diversity, collaboration, and growth. Hybrid/work-life balance policies are highlighted.

Privacy Notice

By applying, you consent to the use of your data for recruitment purposes including sharing with third-party services and with our parent company for assessment and interviews. See Privacy Notice for details.

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Additional Notes

• Some postings include onsite requirements, travel, or location-specific details. Please review each listing for exact terms.

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