Applications Support Technician provides technical support to the team responsible for a subset of business systems applications. Provides assistance in one or all areas of applications programming that includes testing, design and analysis. Being an Applications Support Technician assists in the formulation of procedures and best practices for users of applications. Typically requires an associate degree or its equivalent. Additionally, Applications Support Technician typically reports to a supervisor or manager. The Applications Support Technician possesses a moderate understanding of general aspects of the job. Works under the close direction of senior personnel in the functional area. May require 0-1 year of general work experience. (Copyright 2024 Salary.com)
PURPOSE
The Application and Support Engineer is responsible for assisting in the resolution of escalated Product issues coming from Customer Support and Professional Services, both domestically and internationally. The Applications and Support Engineer is responsible for reviewing all open software cases that have been escalated daily, assessing the content, and then working with the Software Current Product Engineering Manager to determine next steps, such as figuring out how to replicate the problem, following up to get more information, or engaging with other subject matter experts to help. This position requires extensive knowledge of our ibml SW products and given that we provide integrated Hardware/Software system solutions to our customers, it will require working knowledge of our Hardware as well, including assisting with determining Hardware vs. Software contributors to the problems. In addition to the up-front assistance when problems get escalated, this position is also responsible for testing and verifying fixes that are implemented to resolve the problems.
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