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Application Support Engineer

Optimizely - Sydney, NSW

Source: uWorkin


Job Description

The Application Support Engineer is a knowledgeable .NET, C#, and MVC programmer who is responsible for helping Episerver´s partners and customers diagnose and resolve development questions and inquiries. If you are service-minded, come from a development background, are self-motivated, and like to collaborate with your colleagues to find the best solution that solves the customer’s problem, then Episerver is the place for you to excel in your career. 

As an Application Support Engineer you will:

  • Respond to partners' and customers’ support inquiries via email and phone.
  • Follow departmental procedures for response time, ticket creation, follow-ups, transfers, and resolution. 
  • Effectively manage a personal ticket queue of new and ongoing tickets
  • Deliver outstanding customer service to Episerver´s partners and customers
  • Provide suggestions and recommendations on improvements and inefficiencies in code provided through tickets
  • Follow-up and investigate all unresolved tickets. This includes reproducing issues and collaborating with internal experts to solve the issue in a timely fashion.
  • Build strong and effective working relationships with other departments.
  • Add valuable and pertinent information to Episerver´s knowledge base.
  • Ensure current SLA's are fulfilled
  • Liaise with internal and external stakeholders keeping the communication flow up to date
  • Attend team meetings, collaboration sessions, internal and external training, and participate in an on-call rotation.
  • Enforce and continually improve support center processes with the goal of high customer satisfaction
  • Show the ability to think critically and outside the box to find solutions to complex issues.
  • Serve as a point person in support related situations internally and externally
  • Establish expertise in all technology areas of the Episerver products
  • ITIL foundation training and certification preferred

About you:

3+ years experience in the following:

  • NET, MVC, and C# experience
  • Demonstrate expertise in other web technologies including MSSQL ,WCF, WebForms, jQuery, CSS(3), HTML(5), and Javascript, Dojo Toolkit
  • Proficient in diagnosing code related issues.
  • Must possess a sense of urgency and passion for customer service.
  • Strong written and verbal communications skills; ability to communicate with audiences of all levels, including developers, marketing users, and IT professionals
  • Fast learner with superb troubleshooting and analytical skills to solve the complicated systems, web browser, and application issues. This also includes taking the initiative to learn new technologies outside of the work environment.
  • Ability to work independently with minimal supervision while focused on delivering results set forth by management.

About us:

  • Monthly office lunch gatherings to celebrate work anniversaries, acknowledgment awards, and to cheer the wins
  • From R&D to Sales Engineering to Finance, we have a variety of departments with opportunities to learn and grow your career
  • Memorable holiday parties
  • Connected to all employees around the globe
  • Consistently demonstrate our security values by being ISO 27001 certified and GDPR compliant