Application Support Engineer

Reports to: Vice President of IT

Classification: Full Time, Exempt

JOB DESCRIPTION

Summary/Objective

The Application Support Engineer provides technical support and maintenance for enterprise applications, ensuring optimal performance and user satisfaction. This role involves troubleshooting, automation, and process improvement using technologies such as AWS, PHP, C#, Python, CRM platforms, Call Center platforms, SQL Server, and MySQL.

Essential Functions

Application Support

• Provide technical support for enterprise applications including CRM and Call Center systems.
• Collaborate with development teams to resolve application issues and implement enhancements using PHP, C#, and Python.
• Automate workflows and integrations using Make and other scripting tools.
• Ensure application availability and performance in cloud environments such as AWS.
• Monitor application performance and proactively identify areas for improvement.
• Coordinate with vendors and internal teams to escalate and resolve complex problems.

Documentation & Knowledge Base

• Document support procedures, troubleshooting steps, and resolutions for knowledge sharing.
• Contribute to the internal knowledge base to improve support efficiency and user self-service.
• Document application configurations and changes for audit and compliance purposes.

User Training & Communication

• Assist in onboarding and training users on application functionality and best practices.
• Communicate effectively with users to understand issues and provide timely updates.
• Collaborate with business units to gather feedback and improve application usability.

System Maintenance & Compliance

• Support application updates, patches, and configuration changes.
• Ensure compliance with IT policies and data security standards.
• Participate in testing and validation of new features and system upgrades.

Required Education and Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum of 3 years of experience in application support or related technical role.
• Proficiency in AWS, PHP, C#, Python, SQL Server, and MySQL.
• Experience supporting CRM platforms and Call Center systems.
• Strong troubleshooting and analytical skills.
• Experience with ticketing systems (e.g., Jira, ServiceNow, Zendesk) and documentation tools (e.g., Confluence, SharePoint).

Additional Eligibility Qualifications

• Familiarity with ITIL practices and incident management.
• Experience with automation tools such as Make.
• Experience working with CRM platforms
• Experience working with call center platforms
•  Knowledge of database management and API integrations.
• Excellent problem-solving and communication skills.
• Ability to manage multiple tasks and prioritize effectively.
• Experience in financial services, healthcare, or other regulated industries.

Supervisory Responsibility

This position does not have any supervisory responsibility.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands described here are representative of those that an employee must meet to perform the essential functions of this job successfully. This is largely a sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets, and bending or standing on a stool as necessary.

Position Type/Expected Hours of Work

This is a full-time position, and hours of work and days are Monday through Friday, 9:00 a.m. to 5:00 p.m. Occasional evening and weekend work may be required as job duties demand.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.