Job Description
Position Overview:
The Application Support Engineer (ASE) is a hybrid techno-functional role responsible for providing endto-end support for business-critical applications, proactively resolving issues, and documenting solutions to ensure knowledge transfer and efficient onboarding. As a key application help desk and production support team member, the ASE ensures the smooth operation of software systems while working collaboratively with clients, internal teams, and external vendors.
Responsibilities:
• Incident Management:
- Serve as the primary point of contact for client-reported application issues raised through ticketing systems, email, or communication channels (e.g., Teams).
• Troubleshooting & Root Cause Analysis:
- Analyze, troubleshoot, and resolve application-related issues, including access, performance, and configuration problems.
• Technical Expertise:
- Query and analyze SQL databases to retrieve data and resolve discrepancies.
- Test and debug API integrations for real-time data exchange between software systems (e.g., MRI, IVIVA).
- Investigate browser-specific issues and recommend solutions (e.g., clearing cache).
• Documentation:
- Maintain a well-documented knowledge base with step-by-step guides for common issues.
- Log all incidents in a ticketing system, including troubleshooting steps and resolutions, to ensure traceability and consistency.
• Collaboration:
- Work closely with software vendors to escalate unresolved issues, ensuring timely responses within agreed SLAs.
- Partner with internal teams for cross-functional tasks such as testing, training, and process improvement.
• Client Training:
- Conduct remote and onsite sessions for end users to help them understand system functionalities and best practices.
• Continuous Improvement:
- Proactively identify recurring issues and implement preventive measures to enhance system stability.
• Production Validation & Testing:
- Perform post-implementation testing to verify the resolution of reported defects and validate system changes.
Requirements
Requirements
• Technical Skills:
- Strong knowledge of SQL for data queries and troubleshooting.
- Hands-on experience with REST/SOAP APIs, including testing via tools like Postman.
- Familiarity with enterprise applications such as Yardi, MRI Software, Procore, and IVIVA, RapidGlobal.
- Experience in cloud integration and debugging applications built on .NET frameworks is a plus.
- Knowledge of real estate enterprise software platforms & help desk support processes is considered an asset.
- Familiarity with applications such as Yardi, MRI Software, and Procore will be advantageous.
• Soft Skills:
- Excellent analytical skills to quickly understand and resolve complex issues.
- Strong communication skills to engage with technical and non-technical stakeholders effectively.
- Ability to manage stress and handle aggressive timelines or challenging clients.
• Industry Knowledge: Understanding real estate, property management systems, and accounting processes is preferred.
• Tools: Familiarity with ticketing systems, remote desktop applications, and collaboration platforms (e.g., Teams).
Education and Experience:
• Bachelor’s degree in computer science, IT, or a related field.
• 2+ years of experience in application support, technical troubleshooting, or a similar role.
• Exposure to real estate management systems and global client interactions is an asset.
Work Environment:
• Working Hours: 9:00 AM EST to 5:30 PM EST (Canada Time Zone).
• Location: In-Office (Markham, Toronto, Canada).
Additional Notes:
• The ASE must liaise with team leaders and managers, ensuring alignment with client expectations and internal escalation policies.
• Exposure to highly micromanaged environments and readiness to adapt to evolving workflows are required.
This role suits candidates who are passionate about technology, problem-solving, and delivering exceptional client experiences. We encourage you to apply if you are eager to work in a dynamic, fastpaced environment.
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