Apolis ยท 16 hours ago
App Server-Support Engineer
United States
Full-time
Remote
Mid Level
$0/hr - $45/hrApolis is a company seeking an App Server-Support Engineer to act as the second line of defense in resolving complex technical issues. The role involves troubleshooting, documenting problems, collaborating with teams, and contributing to technical support documentation.
ConsultingEnterprise ApplicationsEnterprise Resource Planning (ERP)Information TechnologyIT InfrastructureIT ManagementMobileSoftwareWeb Hosting
Responsibilities
Act as the second line of defense to resolve complex technical issues that Level 1 support could not solve
Use specialized product knowledge and advanced troubleshooting skills to diagnose and resolve technical issues
Access and interpret backend systems and diagnostic tools to facilitate problem diagnosis
Document detailed problem information, including the specific conditions under which issues occur
Perform advanced troubleshooting, documenting steps taken and their results, including any changes to system configuration and application of software updates
Evaluate and document the potential impact of technical issues, including the number of users affected and the implications for business operations
Replicate and document problem scenarios, providing screenshots, logs, or other relevant evidence
Collaborate with other teams (such as development or quality assurance teams) to ensure effective resolution of issues
Escalate issues to Level 3 support when necessary, ensuring adherence to established development and release processes to control risk and maintain code quality
Contribute to the creation and update of technical support documentation, ensuring all information is accurate, relevant, and user-friendly
Continually update knowledge and skills regarding the product, the technologies it uses, and effective problem-solving techniques
Execute definable and repeatable operational tasks as needed to support the continued operation of technology solutions
Participate in shift hand-off to ensure smooth coverage of ongoing incidents or problems
Qualification
Required
Proven experience in a technical support role, ideally with exposure to a Level 2 support role or equivalent
Deep understanding of the product and its associated technologies
Strong problem-solving abilities and the capacity to handle complex technical issues
Experience with backend systems and knowledge of how changes to these systems can affect the overall product
Excellent written and verbal communication skills, with the ability to clearly and concisely document and explain technical issues, troubleshooting steps, and solutions
Capability to evaluate and document the business impact of technical issues
Excellent team collaboration skills, with experience working effectively with different teams and levels of support
Comfort working in a fast-paced, high-pressure environment
Solid understanding of development and release processes, with an emphasis on risk management and quality
Commitment to ongoing learning and development in technical and soft skills
Ability to write SQL queries to assist in troubleshooting
Capacity to interpret and understand code, preferably .NET languages
Experience with other tools such as Postman, Dynatrace, Fiddler, Splunk, Azure Monitor, Azure DevOps
Company
Apolis
Apolis is a IT consultancy that offers provides ERP solutions, hosting, assessment, web and mobile, IT staffing and IT workforce solutions.
Founded in 1996
501-1000 employees
H1B Sponsorship
Apolis has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (15)
2022 (15)
2021 (12)
2020 (122)
Funding
Current Stage
Late StageLeadership Team
Amar Shokeen
President/ CEO
Rita Shokeen
COO
Company data provided by crunchbase