Job Summary

Responsible for providing technical support, troubleshooting, and maintenance for software applications. This role ensures that applications run smoothly, efficiently, and securely while addressing user issues, resolving technical problems, and collaborating with cross-functional teams, including IT, development, and business stakeholders, to enhance user experience and drive continuous improvements.  Provides administrative support for both production and integration environments. Work on-call rotation that requires after-hours scheduled and unplanned work, including weekends and holiday support.

Essential Duties and Responsibilities

Work on Customer issues in the assigned SalesForce queue by troubleshooting application issues and closing the loop with all parties involved. Support new customer implementations and the transitions from lower environments to production support. Respond to technical application questions and issues raised by customers in support of our Operating Level agreements. Handle escalations. Participates in maintenance, performance testing, operations acceptance testing (OAT), and/or release activities as required. Administer assigned JIRA ticket queues and follow up with appropriate parties. Communicate pertinent information regularly, clearly, and effectively to team members, management, and customers according to Support service level standards. Administration of monitoring tools (ProActiveNet, AlertSite, Datadog, Cloud Watch, PRTG, PagerDuty, Graylog, Kibana, custom scripts). Provide feedback to product and development teams to improve the usability and functionality of GHX applications. Manage projects/upgrades/implementations and work independently. Adopt and participate in Knowledge-Centered Support (KCS) by creating and modifying articles in SalesForce. The articles should be sufficient to resolve cases and major service disruptions. Other duties as assigned.

Qualifications

5+ years of Application Support or related experience. Must work independently, learn quickly, and function effectively with team members in a high-pressure and dynamic environment.  Diagnose, troubleshoot, and resolve technical and functional issues users report. Escalate unresolved issues to the appropriate teams while maintaining ownership until resolution. Assist in routine maintenance, system upgrades, and patch management. Serve as a key point of contact for end-user support, guiding application functionality and best practices. Participate in testing and validation of software updates and new releases. Must demonstrate effective listening and verbal and written communication skills.  Customer-focused attitude. Familiarity with Amazon Web Services (AWS) or cloud-based architecture. Ability to understand and work with complex enterprise application environments. Strong attention to detail and ability to follow established procedures. Familiarity with Oracle/SQL Server and RDBMS concepts (desired)

Technical Skills (must have a subset of the following):

Windows OS proficiency (required) AWS – Amazon Web Services (preferred) Knowledge of SQL databases, scripting, APIs, and system integrations. JSON and API experience (preferred) IIS Application Server Administration experience (preferred) HTTPS, AS2, SFTP protocols (preferred) SSL certs

Education / Certification(s)

Bachelor's degree in computer science, Information Technology, or a related field. Proven experience in application support, technical support, or IT service management. Strong troubleshooting and problem-solving skills with a customer-centric approach. Knowledge of SQL databases, scripting, APIs, and system integrations.