Application Support Engineer (Senior) (Hybrid)

Role Overview:

Responsible for routine troubleshooting and debugging of code faults in the Sybrin software performing critical functions within corporate customer environments. Responsible for maintaining great customer service relationships and upholding the SLA between Sybrin and our customers. Responsible for proactive, preventative maintenance on critical functions in customer environments using Sybrin’s in-house proactive monitoring and automated recovery software. Working in a team is mandatory; strong interpersonal relationships and being able to work under pressure is crucial.

Apply for this role if you are detail-oriented, customer service oriented, and enjoy satisfaction from solving complex problems. You will have an opportunity to mentor/coach Junior engineers in this role as an emerging leader and expert in the IS industry with some years of experience. You must be disciplined; this is a fully remote role (we expect competence in remote work technologies for supporting customers). You must be willing to work and support customers on weekends or after normal hours for which there is fair compensation.

Qualifications and Experience:

• Degree + Professionally Skilled Level.
• Minimum of 6 years’ experience.

Key Responsibilities:

• Technical Expertise and Problem-Solving:
  • Demonstrate Advanced Technical Skills: Exhibit superior technical proficiency in supporting ITSM applications, including in-depth knowledge of Sybrin software and related customizations. You must be able to debug faulty applications and provide workable solutions in short timeframes under immense pressure from customers.
  • Complex Problem-Solving: Efficiently resolve high-impact and complex issues with minimal guidance, showcasing an advanced logical approach to fault finding and problem-solving.
• Solution Delivery:
  • Quality and Timeliness: Deliver solutions, including Change Requests (CRs) and project deliverables, on time and in accordance with Sybrin standards and best practices. Ensure that all deliverables are thoroughly tested and meet quality benchmarks.
  • Solution Involvement: Be actively involved from the initial stages of solution development to ensure readiness for support and alignment with best practices.
• Process and IMS Management:
  • IMS and SLA Adherence: Manage the Incident Management System (IMS) diligently, ensuring that all tickets are up-to-date, resolved within SLA, and meet high-quality standards. Make informed judgments about customer support based on SLA agreements.
  • Ticket Handling: Ensure that tickets are acknowledged and responded to promptly, escalating issues as needed to prevent SLA breaches and maintain system integrity.
• Customer Engagement and Relationship Management:
  • Effective Customer Interaction: Engage with customers on a technical and professional level, using your experience to exceed expectations and resolve issues efficiently. Build strong, trust-based relationships with customers.
  • Expectation Management: Manage customer expectations effectively, ensuring realistic commitments and high-quality service delivery.
• Best Practices and Continuous Improvement:
  • Adherence to Best Practices: Ensure all systems are configured and maintained according to Sybrin’s best practices. Identify and address any deviations, implementing necessary improvements.
  • Skill Enhancement: Continuously seek to improve your technical skills and knowledge. Follow best practices in coding and development, and ensure that all code is reviewed and approved.
• Test Case Creation and Impact Assessment:
  • Test Case Development: Guide or create comprehensive test cases (both positive and negative) to ensure effective application testing. Maintain a detailed database of test cases to streamline future testing.
  • Impact Anticipation: Anticipate and assess the impact of changes after deployments, assisting in the development of sanity test cases to ensure system stability.
• Team Leadership and Mentorship:
  • Mentorship: Provide guidance and mentorship to Graduates and Associates, helping them develop their technical skills and understanding of best practices.
  • Cultural Influence: Positively influence and reinforce the company culture within your team, recognizing and encouraging adherence to company values and providing constructive feedback as needed.
• Code and Repository Management:
  • High-Quality Code: Deliver high-quality, stable solutions with minimal defects. Ensure all code adheres to best practices and undergoes thorough review and approval.
  • Repository Procedures: Follow correct procedures for code repository management, including commit practices, merging code, and maintaining repository structures.
• Escalation and Issue Management:
  • Handle Escalations: Effectively manage escalations related to medium to high-impact issues, keeping management and the Support Tech Lead informed. Handle difficult customer interactions professionally, including through various communication channels.
  • Prioritization: Identify and prioritize potential issues that may escalate further, ensuring timely resolution and appropriate escalation.

Critical Technical and Behavioral Skills Required:

• Programming Languages (C#, Angular, Typescript, MS SQL, POSTGRESQL);
• OFFICE 365 (MS Teams, Excel, Word, Outlook, PowerPoint);
• VISIO or DRAW.IO (ability to draw basic system flows and Diagrams and understand these and associated symbols);
• Infra/Networking concepts for physical as well as cloud-hosted solutions;
• IIS (hosting of web applications, managing certificates, debugging web applications);
• Web Services;
• Customer Service Mindset / ITIL;
• Team Player;
• Works well under pressure;
• Go Getter;
• Self-Motivated;
• Innovative;
• Accountable;
• Proactive;
• Reliable and dedicated.