Application Support Engineer

About Console Connect:

At Console Connect we are a global Software-Defined Interconnection provider by PCCW Global. We provide an easy-to-use platform for businesses to securely and flexibly connect their applications, infrastructure, clouds, and partners across a global network. We foster a collaborative and supportive environment where talented individuals can thrive and make a real impact to deliver business value and serve our customers.

The Role:

The role is composed of highly motivated and technically proficient Application Support Engineers in a dynamic team. In this role, the engineer is responsible for providing exceptional technical support to our internal and external users on our platform. The engineer plays a crucial part in ensuring smooth operation on our platform, resolving technical issues, and contributing to the continuous improvement of our services and support organization. This role requires strong analytical skills, problem-solving skills, excellent communication abilities, and a passion for delivering outstanding customer service.

Responsibilities and deliverables:

• Provide second-line technical support to users via email, instant messaging, video conference and the ticketing system, diagnosing and resolving application-related issues in a timely and efficient manner.
• Troubleshoot and analyze application errors, data discrepancies and support requests..
• Support service change requests and collaborate with various internal teams.
• Document all support interactions, troubleshooting steps, and resolutions accurately in our ticketing system.
• Escalate complex issues to subject matter experts (senior engineers), technical solution consultants or development teams, providing detailed information for effective resolution.
• Collaborate with development and infrastructure teams to identify root causes of recurring issues and implement preventative measures.
• Contribute to the creation and maintenance of knowledge base articles, workflow documentation or diagrams, support processes, tools and user documentation.
• Monitor application performance and proactively identify or resolve issues.
• Stay up-to-date with the latest application features, updates and technologies.
• Provide training and guidance to users on the application's functionality.
• Potentially participate in on-call rotation for critical application support needs (if applicable).
• Work in shifts to cover around the clock support.
• Participate in training courses that cover Cloud Services, SAFe Agile, Business Orchestration software, software development, network engineering knowledge.
• Perform handover duties to the next team on shift.
• Create SQL scripts for platform updates.
• Plan and manage maintenance activities and coordination work with various internal teams.
• Direct support to external customers when applicable for application incident resolution.
• Adhere and commit work duties to our defined SLA standards and operational goal settings.
• Manage customer centric issues related to application incidents, problems, questions or support needs on the software defined network automation platform.
• Professional communication skills for both internal and external customers.
• Complete tasks that were assigned by your manager.

Qualifications and Experience:

• Diploma in Computer Science, Information Technology, or a related field (or equivalent practical experience). 
• Proven experience (typically 3+ years) in an application support role or a similar technical support position.
• Strong understanding of software applications and web technologies.
• Experience with troubleshooting and debugging application issues.
• Familiarity with ticketing systems (e.g., Jira Service Management).
• Familiarity with wiki platforms like Confluence for documentation.
• Excellent problem-solving and analytical skills with a methodical approach to issue resolution.
• Strong communication (written and verbal) and interpersonal skills, with the ability to explain technical concepts to both technical and non-technical users.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong attention to detail and a commitment to providing high-quality support.
• Understand ticket ownership and resolution.
• Strong understanding of Application Programming Interface (API).
• Strong understanding of Structured Query Language (SQL).
• Strong understanding of networking technologies (Layer 2 VPN, Cisco CLI, L3 VPN, IP).

Desirable Skills (Any of the following would be an advantage):

• Experience with specific technologies relevant to our application stack (e.g., JavaScript, Java, SQL, Cloud Service providers like Google Cloud, Azure, AWS, IBM, Huawei, Oracle, Tencent, etc.)
• Familiarity with Agile development methodologies.
• Network engineering such as, N+, CCNA, etc. (Vendor Certified).