5+ years of experience
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Employment Type:
Full time
Job Category:
Information Services
Software Application Support (C++ and/or PowerBuilder)
(This job is no longer available)
iStaff | Alpharetta, GA
Grad Date

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Job Description

Are you a driven professional with a strong ability to learn and willingness to grow your skills? Do you enjoy resolving a wide range of issues in creative ways? Leading software development shop, is looking to add an Application Support Engineer to their team. The Application Support Engineer will provide application support to external customers. You will learn and acquire in-depth knowledge of a proprietary application, and serve as a tier 2 or tier 3 support escalation point. You will research and resolve problems and issues; manage customer expectations; and foster positive business relationships with all customers.

Here, you will work on problems of diverse scope where analysis of data requires evaluation of identifiable factors. You must demonstrate good judgment in selecting methods and techniques for obtaining solutions and will network with senior internal and external personnel in their areas of expertise.


Incident Resolution

  • Provide expert solutions to complex customer problems in a timely manner by receiving, clarifying and investigating incidents.
  • Take ownership of and follow-through with all priority customer incidents.
  • Offer complete and timely explanations to customers throughout the incident resolution process and ensure that customers' staff fully understand issue, its resolutions and means for prevention.
  • Clearly and concisely document all customer interaction and all steps taken to resolve incidents.
  • Observe trends and recommend improvements to product design, documentation or implementation and create necessary enhancement requests.
  • Work with R&D and product line team to expedite incident resolution and ensure seamless delivery of support service to customers.
  • Determine when issues need to be escalated.
  • Set severity levels with customers.
  • May be assigned escalated tickets.

Knowledge Management

  • Expand expertise within the product.
  • Attend training sessions offered and use self-study tools; assist with peer training as needed.
  • Contribute to a customer focused environment that encourages information sharing, team-based resolution activity, cross training and an absolute focus on resolving customer incidents as quickly and effectively as possible.
  • Create KB articles and documents using the Knowledge Centered Support (KCS) methodology, to be published and shared both internally and with the customer base.

Additional Duties

  • Participate in system and release testing and QA as needed.
  • Recommend improvements in Customer Success policies and procedures.
  • Additional duties as assigned by management.
  • Provide support for help desk

To be successful, you should have experience in most of the following:

  • Bachelor's degree
  • A minimum 8+ years of relevant work experience (C++ and/or PowerBuilder)
  • Basic understanding of relational database concepts and architecture.
  • Excellent time management and organizational skills.
  • Excellent verbal and written communication skills.
  • Strong analytical problem solving and decision-making skills.

To expedite review of your Resume, when submitting for this position, please ensure your Resume highlights the above duties/qualifications that you legitimately have experience in/possess and email directly to (see below) or through this job board.

ABOUT iStaff:
Founded in 1995, iStaff offers combined experience of over 30 years of industry experience and demonstrated success in our IT recruiting and sales staff that has the expertise to source candidates with unique and hard to fill skill sets. Headquartered in Atlanta, GA, our IT recruiting division focuses on contract, contract to permanent and permanent placement opportunities on a national basis.


Applicants must be eligible to work in the specified location