Application Support Engineer

Position Overview

This opportunity is offered on behalf of a partner organization looking to hire an Application Support Engineer based in Ireland. The role focuses on maintaining and enhancing critical software suites utilized by clients throughout North America.

Key Responsibilities

• Handle and prioritize support tickets from customers, assuring fast and effective resolution consistent with service-level agreements.
• Serve as the main technical liaison for clients, communicating updates clearly, managing expectations, and simplifying complex technical matters.
• Diagnose application problems by examining configurations, client environments, workflows, system logs, and source code.
• Interpret existing codebases, technical documents, and architectural designs to detect root causes and implement precise solutions.
• Code and apply targeted patches using C#/.NET and React/TypeScript in live and test settings.
• Setup, monitor, and debug core functionalities including business logic, workflow rules, and environment-specific parameters.
• Escalate advanced technical issues to development teams with comprehensive documentation and suggested action plans.
• Validate software releases, verify cloud infrastructure, and coordinate deployment activities with users.
• Participate in on-call rotations providing 24/7 customer support where necessary.
• Document technical challenges, resolutions, and internal knowledge bases to boost team productivity and enhance future troubleshooting efforts.
• Drive continuous enhancements in support methodologies and contribute to elevating product stability and customer experience.

Required Qualifications and Skills

• Degree in Computer Science, Information Systems, or similar technical discipline, or equivalent practical expertise.
• Excellent analytical and troubleshooting capabilities to discern causes of issues, whether configuration errors, defects in code, or environmental factors.
• Proficiency in C#/.NET including reading, debugging, and revising production code.
• Experience with React, TypeScript, or JavaScript frameworks.
• Knowledge of SQL and relational database systems.
• Familiarity with development environments such as Visual Studio or Visual Studio Code.
• Skill in log analysis, error tracking, and comprehensive investigation of intricate technical issues.
• Strong communication skills for effective customer interaction and documentation.
• Capability to balance multiple support tasks while maintaining composure and organization.
• A proactive approach to ownership and problem resolution.
• Collaboration skills to work alongside engineering teams and escalate concerns appropriately.
• Readiness to undergo background checks to access sensitive customer setups.
• Willingness to travel occasionally (approximately 10%).

Compensation and Benefits

• Competitive salary package based on candidate experience.
• Opportunity for fully remote work.
• Comprehensive health insurance and wellness support.
• Prospects for career progression and skill development.
• Work in a diverse, global professional environment.
• Gain experience with advanced software technologies and mission-critical systems.
• Develop expertise across software engineering, cloud platforms, and direct customer technical support.
• A collaborative culture that promotes ownership, continuous learning, and process improvement.

Additional Information

This recruitment is managed by our partner company, who handles all application processing and subsequent hiring steps.

Note regarding privacy and AI involvement: Your application data will be processed according to applicable data protection laws. Artificial Intelligence tools may be employed to aid in evaluating applications but do not replace human decision-makers.