Application Support 3rd Shift (100% remote)

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Job Description

Shift Availability (Hours can vary 1-2 hours either way) ? 3rd Shift (Tuesday to Sunday) 11:00pmEST-7:00amEST Job Overview The Application Support Engineer I is a role within our Software Support division. The ideal candidate for this position will have strong technical skills and a passion for troubleshooting. This is a customer facing position, so this individual must have strong communication and customer service skills. Our team remotely supports production environments all around the globe to resolve issues and minimize the impact to production. The software support team troubleshoots both software and hardware issues. As an Application Support Engineer I you will find yourself troubleshooting in-house applications, 3rd party applications, data mining, report building, writing and working with complex queries, database management, indexing, and potentially promoting a software fix. Are you afraid of falling into the rut of doing the same thing day in day out? No problem is the same and no day is the same. You will be able to take pride in your work and be personally responsible for keep our customers multi-million dollar operations running smoothly. Job Functions ? Lead complex or high severity troubleshooting and incident resolutions by collaborating with customer and internal teams. ? Demonstrate superior customer service (as measured by our customers: surveys and satisfaction from support renewals). ? Create a close working relationship with business partners to identify pain points and provide better services. ? Communicate updates in accordance with SLAs to key stakeholders. ? Will test and coordinate modifications to the system when needed and troubleshoot problems when they occur. ? Willingness to participate in an on call and/or escalation rotation. ? Triage and thoroughly identify and document root cause. Work through SDLC to resolve issues. ? Acts as liaison between business partners and engineering teams. ? Perform QA functions for any issue resolution from support calls, as needed. ? Understanding of the software development lifecycle (SDLC) as you will be interacting with various developers, business analysts, database analysts and project managers. ? Performs visits to customer sites to perform any preventative maintenance that can increase the stability and control of the Exacta software (Proprietary Software) ? Collaborate and work directly with engineering teams. ? Develop Reports using SQL Server Reporting Services (SSRS) and Logi. ? Create datasets to analyze and recreate issues reported by customers. ? Ability to look through database and application log files to troubleshoot software issues. Travel Requirements ? 5-10% overnight travel (Travel expenses paid by Bastian Solutions) ? Travel includes site visits for preventative maintenance, support of critical issues and support transitions. Preferred Skills and Required Qualifications ? Bachelor's degree required, degree in Computer Science or Information Systems preferred. ? Experience in agile methodology, CI/CD development and API integrations. ? Technical experience with SQL, Oracle, XML, JSON, PL/SQL, and C# preferred. ? 5 years of application support experience in a production environment. ? Excellent customer service skills. Remain positive and calm under pressure. ? Excellent organizational skills and attention to detail, including the ability to prioritize and manage a variety of complex tasks. ? Excellent analytical and problem-solving skills. ? Ability to work in a fast-paced, team-orientated, and collaborative environment. ? Experience working in supply chain, wms, wcs, wes, or other relevant positions preferred. ? Strong verbal and written communication skills. ? Must be eligible to work in the USA long term w