Vestcom
Job Description
Key Responsibilities
Tier 2 Support: Serve as the primary point of contact for inbound support requests via phone, email, and our ticketing system. Provide timely and accurate solutions to application and system issues.
Troubleshooting and Issue Resolution: Investigate, diagnose, and resolve complex technical issues related to our .NET-based application. This includes analyzing application logs in Azure App Insights, querying our MSSQL databases to identify data-related problems, and understanding application logic.
Problem Identification: Proactively identify patterns in reported issues to help pinpoint root causes. Document and track recurring issues to contribute to long-term solutions.
Escalation Management: Gather all necessary information for issues that require escalation. Clearly and concisely communicate the problem, steps taken to reproduce it, and your initial findings to the Technical Support Lead or the IT engineering team.
Documentation: Create and maintain documentation for common issues and their resolutions in our knowledge base. Contribute to a library of resources that empowers both our users and our support team.
Client Communication: Maintain clear and professional communication with clients, keeping them informed of the status of their support tickets and providing them with effective solutions.
Qualifications
1-3 years of experience in a technical support or application support role for a web-based application.
Proficiency in writing and executing basic SQL queries to retrieve and analyze data for troubleshooting purposes.
Familiarity with the .NET framework and the ability to read and understand C# code to trace application logic.
Experience with application performance monitoring tools like Azure App Insights, Datadog, or similar is highly desirable.
Familiarity with front-end technologies like JavaScript or Angular is a plus.
Excellent problem-solving and analytical skills, with a keen attention to detail.
Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
A customer-centric mindset and a commitment to providing a high-quality support experience.
Education Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Additional Information The salary range for this position is $59,325 - $79,100/ year.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.
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Key Responsibilities
Tier 2 Support: Serve as the primary point of contact for inbound support requests via phone, email, and our ticketing system. Provide timely and accurate solutions to application and system issues.
Troubleshooting and Issue Resolution: Investigate, diagnose, and resolve complex technical issues related to our .NET-based application. This includes analyzing application logs in Azure App Insights, querying our MSSQL databases to identify data-related problems, and understanding application logic.
Problem Identification: Proactively identify patterns in reported issues to help pinpoint root causes. Document and track recurring issues to contribute to long-term solutions.
Escalation Management: Gather all necessary information for issues that require escalation. Clearly and concisely communicate the problem, steps taken to reproduce it, and your initial findings to the Technical Support Lead or the IT engineering team.
Documentation: Create and maintain documentation for common issues and their resolutions in our knowledge base. Contribute to a library of resources that empowers both our users and our support team.
Client Communication: Maintain clear and professional communication with clients, keeping them informed of the status of their support tickets and providing them with effective solutions.
Qualifications
1-3 years of experience in a technical support or application support role for a web-based application.
Proficiency in writing and executing basic SQL queries to retrieve and analyze data for troubleshooting purposes.
Familiarity with the .NET framework and the ability to read and understand C# code to trace application logic.
Experience with application performance monitoring tools like Azure App Insights, Datadog, or similar is highly desirable.
Familiarity with front-end technologies like JavaScript or Angular is a plus.
Excellent problem-solving and analytical skills, with a keen attention to detail.
Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
A customer-centric mindset and a commitment to providing a high-quality support experience.
Education Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Additional Information The salary range for this position is $59,325 - $79,100/ year.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.
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