Applications Support Engineer

| Austin
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Job Summary

·         Operates as a key part of an ever-evolving wider support team in a technical capacity, providing

high-level technical support for Fourth’s Inventory Solution, Macromatix,  as well as underlying platform and infrastructure architecture

·         Excellent knowledge required of specific Fourth application services as well as a good awareness of the underlying application, database and infrastructure architecture

·         Technical issues that cannot be resolved by support staff in Tiers I and II are escalated to the Application Engineer. They are capable of troubleshooting and resolving the most difficult and complicated issues

·         Works in line with the defined Fourth Case and Problem Management processes

·         Effectively prioritizes a variable workload and understands how and when to escalate issues

appropriately, either into engineering teams or upwards to senior management

·         Owns the Problem Management process in one or more areas, ensuring all relevant Problems are logged appropriately, that data quality is high and that key Problems are communicated to relevant parts of the business via the agreed processes

·         Takes ownership for elements of service operation such as performance, error rates and uptime and

ensures that underlying issues are fed back to the business via the Problem Management process

·         Key contributor to creating and maintaining a culture of continuous improvement across the team,

delivering structured training to colleagues in both Tiers I and II

·         Continually striving to push case resolution closer to Tier I through the identification of tooling

requirements, application change and logic improvement

 

Key Responsibilities

·         The escalation point for issues being escalated from Tier I and Tier II support staff, as well as customer administrators

·         Ensure all cases are triaged in a timely fashion in line with Fourth’s Case Management process and that all SLAs are met, wherever possible

·         Escalate technical issues that could not be resolved by support staff to engineering teams (Software

Engineering/Ops Engineering)

·         Identify and implement workarounds for customer incidents

·         Owning the execution of the Problem Management process in relevant areas alongside appropriate Product Decision Teams

·         Understand case trends and repeating issues and ensure that underlying root cause fixes are fed into the Problem Management process

·         Utilize key application and platform metrics and logs to identify issues and ensure that fixes are fed into the Problem Management process

·         Proactively provide training to Tier I and Tier II support and act as a mentor to junior support staff

·         Regularly review cases and escalations to ensure that appropriate areas for training are being prioritized so that knowledge levels in Tier II are continuously improved

·         Contribute to increased team efficiencies, reduction in case numbers, pushing case resolutions as close to Tier I as possible and protecting the engineering teams from excessive escalations

·         Engage in the service transition process, working closely with Product, Software Engineering and Change & Release teams to ensure that all support staff are informed of, and prepared to support, all product enhancements and releases

·         Responsible for ensuring technical support documentation is correct and up to date to further support the Tier I and Tier II teams

·         Act as backup for Tier II support staff

·         Provide out of hours cover as part of an on-call rota, should the need arise

·         Inter-office travel within the UK and Europe

·         Occasionally meet with customers to provide status updates to escalated issues and/or an overall status of the customer’s support requests

 

Knowledge, Skills & Experience

·         Exceptional Customer Service attitude and a desire to communicate with them directly at times to ensure efficient incident resolution

 

·         A good understanding of Case Management, Incident Management, Problem Management, SLAs, ITIL principles and Rally fundamentals

 

·         Good SQL Server knowledge

 

·         Basic understanding of Microsoft operating systems, service-oriented architecture, Azure, Layer7 API management tooling and Azure Service Bus messaging solution

 

·         Demonstrable analytical and problem solving skills – ability to clearly define the issue, analyze the

information and data provided, establish the facts and draw valid conclusions as to the course of action required

 

·         Strong organizational and time management skills, able to handle multiple issues with differing priorities

 

·         Uncomfortable with repetition of manual tasks and a clear understanding of the benefits of automation

Our Story

In July 2019 Fourth joined forces with HotSchedules to become the global leader in end-to-end restaurant and hospitality management technology solutions. Together, the merged company now represents the world’s largest and only provider of end-to-end restaurant and hospitality management solutions for customers across the globe and of all sizes—from a single location or franchisee restaurant to a global restaurant or hotel chain. The combined company’s complete software-as-service (SaaS) solution suite including: scheduling, time & attendance, applicant tracking, training, inventory management / procurement, HR / benefits and payroll services now serves customers in 120,000 locations worldwide and is supported by a dedicated, unified team across offices in the US, UK, Bulgaria, China, Australia and UAE."

 

We are an Equal Opportunity Employer

All qualified applicants will receive consideration without discrimination because of sex, gender identity, gender expression, sexual orientation, marital status, race, color, age, national origin, military status, religion, or disability or any other legally protected status.

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Location

Our office overlooks the 360/Pennybacker Bridge in scenic Northwest Austin. From our rooftop deck you can see Lake Austin and beautiful downtown.

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