Job Description
Our clients need their systems to be reliable, secure, and available. As an Applications Engineer, you will help ensure that their applications and hosting environments run smoothly.
You will act as a bridge between our clients, technology, and engineering teams. You will understand client requirements, configure and deploy applications, troubleshoot technical issues, and support production environments.
This role is not limited to application support. It requires a combination of application support, troubleshooting, deployment, infrastructure knowledge, database skills, and basic coding/scripting knowledge. You will work with different technical teams to identify problems, implement solutions, automate repetitive tasks, and continuously improve application reliability.
What You'll Do
Application Setup and Deployment
Install, configure, and deploy applications on servers and application services.
Support application releases, code deployments, and environment setup.
Handle client requests such as certificate installations, new sites, site updates, overwrites, and vanity URLs.
Perform functional and integration testing before releases.
Support application configuration and environment-related changes.
Troubleshooting and Production Support
Investigate and resolve application errors, access issues, and performance problems.
Analyze application and server logs to identify root causes.
Monitor applications and servers and respond to production incidents.
Troubleshoot issues across application, server, database, and network layers.
Help maintain application availability, performance, and security.
Follow change management procedures for installations, upgrades, and maintenance activities.
Client and Team Collaboration
Act as a technical point of contact for clients and internal teams regarding hosting and application requests.
Understand client requirements and communicate technical solutions clearly.
Manage and prioritize cases in the hosting queue.
Assign, update, and follow up on cases while keeping clients and hosting partners informed.
Follow standard operating procedures (SOPs) when handling support cases.
Review case backlogs and ensure timely updates and resolution.
Manage shared mailboxes and communication with hosting partners.
Technical Skills, Coding, and Automation
Work with APIs, databases, and other systems integrated with application.
Use basic coding or scripting skills to troubleshoot issues and automate repetitive tasks.
Write or modify simple scripts using technologies such as PowerShell, SQL, or other scripting languages.
Develop automation where possible to improve application reliability and reduce manual effort.
Understand application configuration, web applications, and basic software development concepts.
Documentation and Continuous Improvement
Create and maintain SOPs, process documentation, and technical notes for client environments.
Identify recurring issues and suggest improvements to processes and applications.
Learn and support Momentive's association management products.
Work closely with developers, DevOps, infrastructure, QA, and business teams.
Participate in the rotational on-call support schedule.
What You Bring
1+ years of experience in application support, application implementation, or a similar technical role.
Good understanding of application troubleshooting and production support.
Working knowledge of Windows Server, IIS, Remote Desktop, and Domain Controllers.
Experience with monitoring tools such as Nagios, CloudWatch, or Pingdom.
Basic understanding of backups and recovery processes.
Basic SQL Server knowledge, including writing and understanding simple SQL queries.
Basic coding or scripting knowledge and the ability to understand or modify scripts.
Experience with cloud-hosted applications or cloud environments.
Experience using ticketing or IT service management systems.
Knowledge of troubleshooting client environments, applications, servers, and…