Qureos Mentor

talentarchitect.com

<div><div><b>APPLICATION SUPPORT ENGINEER</b></div>
<div><b>Location</b>: Remote US role, work from home status, with a small amount of client visits required, mainly in the Houston area. US citizenship required.</div><div><br>
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About Us</b></div>
<div>We are ATR, the industry leader in procedure management and work guidance systems for the high-risk industries (petrochemical, nuclear, refining, energy, and power). Headquartered in Texas, we serve clients across the globe. Our customers include some of the largest global international oil and gas companies as well as nuclear, power, etc.</div><br>
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<div><b>About The Role</b></div>
<div>The Customer Support Team helps our customers solve the most complex technical issues they encounter, from implementation onwards. You&rsquo;ll be a client-facing technician, working directly with many of the most significant institutions in the petrochemical, nuclear and high-risk industries.</div>
<div>This role is central to almost every other team in the company. You will be working directly with the Customer Support team as well as Software Developers and QA Engineers, along with Project Manager and Customer liaisons.</div><br>
<div></div><div><b>What you will be working on:</b></div>
<div><b>Software Support</b>: Gather relevant information regarding software issues/ challenges within the customer environment and assist in developing root cause analysis. Utilize our internal tracking system to meticulously log all customer issues with details. Escalate complex problems through established tools and processes in accordance with defined SLA commitments. Document user stories and requirements specifications to guide future product development. Deliver customer support via phone and email in a highly professional and courteous manner. Stay informed about product enhancements and fixes included in new releases.</div><br>
<div><b>Installation Assistance</b>: Perform software installations and upgrades for our clients, while effectively addressing environment related challenges. Aid with sanity testing and follow post installation checklists to ensure a seamless end-user experience.</div><br>
<div><b>Problem Analysis/documentation</b>: Effectively diagnose customer issues and conduct comprehensive investigations. Take full ownership of issues from start to end, while developing technical solutions or creating self-help knowledge resources as necessary for both internal and external use. Provide technical inputs to develop and enhance product documentation and curate existing support materials in distribution.</div><br>
<div><b>Testing</b>: Work on reproducing customer issues in-house, aid in testing and documenting expected outcomes. Collaborate with Support, Dev and SQA teams to share test results, track corrections, and advocate client feedback.</div><br>
<div><b>Communication:</b> Demonstrate outstanding verbal and written communication skills while maintaining a positive attitude toward problem-solving. Treat our customers with the highest level of courtesy and professionalism. Stay actively engaged in departmental and cross-functional communications, serving as a dedicated advocate for our customers.</div><br>
<div><b>Key Requirements</b></div>
<ul><li><p>Act as the primary point of contact for assigned customers for their technical support requests.</p>
</li><li><p>Clearly identify and own issues throughout their lifecycle to ensure effective resolution.</p>
</li><li><div>Demonstrate strong analytical/ testing skills with a proactive, solutions-oriented mindset.</div>
</li><li><p>Experience working directly with external customers primarily via remote meetings/phone.</p>
</li><li><p>Possess excellent verbal and written communication, organizational, and interpersonal skills.</p>
</li><li><p>Communicate with kindness, professionalism, and a positive attitude at all times.</p>
</li><li><p>Collaborate closely with the Support Manager to analyze and review customer issues and needs.</p>
</li><li><p>Effectively prioritize and manage issues while working with multiple customers simultaneously.</p>
</li><li><p>Document and track issues via tools such as Help Desk, Jira, Confluence, and other ATR systems.</p>
</li><li><p>Maintain flexibility in scheduling, including rotating on-call support during weekends and holidays where necessary. Off hours support may be necessary at times.</p>
</li><li><p>Ability to manage a busy workload and balance multiple priorities.</p>
</li><li><p>Fulfill any other job duties as assigned.</p>
</li></ul><div><b>Technical Skills</b></div>
<ul><li><p>Possess working knowledge of Windows Server, IIS, MS SQL Server</p>
</li><li><p>Experience supporting web applications developed using .NET technology, REST APIs, and Entity Framework in both on-premises and SaaS environments, with a strong focus on Azure (preferred)</p>
</li><li><p>Experience supporting modern SSO authentication methods such as OIDC (highly preferred)</p>
</li><li><p>Experience supporting mobile native apps (Android/iOS/Windows) built on React, Electron, Node.js and similar technology (a plus)</p>
</li><li><p>Some practical experience in programming languages (C#, JavaScript), Postman, and BI Tools (a plus)</p>
</li></ul><div><b>Qualifications</b></div>
<ul><li><p>Bachelor&rsquo;s degree in computer science/related field</p>
</li><li><p>1-3 years industry related experience</p>
</li><li><p>Prior experience in a software support / troubleshooting role</p>
</li></ul><div><b>Our benefits</b></div>
<ul><li><p>An annual base salary around 80K based on experience and qualifications</p>
</li><li><p>A competitive variable compensation package</p>
</li><li><p>Flexible and comprehensive healthcare plan</p>
</li><li><p>401k Plan with a very competitive safe harbor match</p></li></ul></div></div>

Application Support Engineer

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Application Support Engineer