Application Support Specialist

The Application Support Team at Exiger is in search of a Senior Application Support Specialist. The Senior Specialist needs to provide world-class service to our SaaS customers, Internal Teams (CSM’s, Migrations, and others), and must be able to effectively engage with our Internal Teams (Product, Development, Infrastructure, others) and our Business Partners. The Senior Specialist will assist with troubleshooting and analyzing issues to answer technical questions about our products. The Senior Specialist will need to be an outgoing, confident, self-motivated individual with excellent verbal and written communication skills. They must possess advanced computer skills, be adept at working independently, while still being an active contributor to the Team. Support requests are sourced via multiple channels (emails, calls/meetings in-person) and in this role, you will need to be able to adapt to, and thrive in the fast paced, growing and dynamic environment that is Exiger.

This is a full-time remote or hybrid opportunity, depending on your proximity to one of Exiger’s offices. The work schedule will be 8:00AM – 5:00 PM EST.

Location: West Coast OR Richmond/Mclean, Virginia

Key Responsibilities

• Develop an extensive working knowledge of the product suite.
• Own assigned projects and process-improvement initiatives from planning through completion, providing proactive updates on progress, risks, and blockers.
• Balance reactive customer support needs with longer-term priorities and deadlines.
• Proactively identify opportunities to improve Support processes, documentation, automation, and team effectiveness.
• Provide end-user application support via phone, email and in-person.
• Coordinate and validate new implementations and upgrades
• Coordinate and prioritize support requests.
• Facilitate problem-solving between end-user and development staff.
• Participate with development staff in testing new releases of the product.
• Develop working relationships with sales staff to utilize product knowledge and leverage customer relationships for sales support.
• Analyze and troubleshoot problems effectively while minimizing response time.
• Proactively optimize Support procedures and automate wherever possible
• Ensure customer satisfaction through end-to-end support solutions.
• Identify escalation situations and follow appropriate escalation procedures.
• Keep end-users up to date throughout the resolution process.
• Take ownership of support issues until final resolution.
• Assist with the Technical Operations team with server support.
• Participate in rotational shift coverage (On-Call)
• Collaborate and coordinate with our Incident Management team. As well as participate in our incident management process when required.

Professional Experience Preferred

• At least four years of application support experience in a technical support environment (startup and/or small team experience a big plus).
• Experience with SAAS applications.
• Familiarity with Unix/Linux Operating Systems and scripting languages – Bash and Perl, Python scripting and SQL.
• Excellent communication skills, both verbal and written.
• Demonstrated ability to independently manage projects, competing priorities, and deliverables with limited oversight.
• Strong sense of ownership, accountability, and follow-through.
• Able to work in a team environment but at the same time, be self-motivated.
• Able to multitask while balancing competing priorities.
• Able to complete product demonstrations and end-user training sessions in a client facing environment.
• Previous experience with service desk software (SalesForce, Zendesk, ServiceNow, Jitbit, Desk.com, etc).
• Previous experience with JIRA application.

Requirements

• US Citizenship
• Must be able to pass and obtain Top-Secret security clearance after the first year of employment.