Application Support Expert

5 days ago

Makati City, National Capital Region, Philippines beBeeEngineer Full time
Job Description

The Application Support Engineer is responsible for troubleshooting, resolving customer queries, recommending solutions, and providing a full debugging cycle resolution.

They should be an excellent communicator who's able to earn clients' trust.

Responsibilities
  • Gather, commit and persevere information or data for analysis from the client;
  • Coordinate with developers and project teams to ensure the timely resolution of incidents, uphold strict customer service standards and drive customer satisfaction;
  • Manage customers as the main point of contact, provide customers with status reports in a thorough and timely manner;
  • Organize releases and act independently on all stages;
  • Triage the issues and conduct incident analyses, proactively manage incidents within and exceeding SLA;
  • Lead P1 and P2 issues through the execution;
  • Record & track incident information in Jira;
  • Provide IT support to the business;
  • Create and maintain internal wiki content;
  • Monitor and diagnose New Relic alerts;
  • Prepare Quarterly Reviews;
  • Provide assistance to more junior team members.
Qualifications
  • At least 2 years of experience as a Technical Solutions Engineer or equivalent experience;
  • Full working proficiency in English both written and verbal;
  • Solid knowledge of Zabbix, Newrelic, Graylog;
  • Good knowledge of SQL, PHP, HTML;
  • Basic understanding of Solr, Elasticsearch;
  • Cache technologies;
  • Understanding of DNS and SSL;
  • SEO;
  • JIRA, Confluence/KB;
  • AWS;
  • Experience working according to SLA's;
  • University Degree or equivalent in IT;
  • Magento certification is desirable;
  • ITIL knowledge is desirable;
  • SLI/Section.IO is a plus.

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