Application Support Engineer
ease solutions Pte Ltd, Philippines

We are looking for Application Support Engineers to provide enterprise-level assistance to our customers. You will be the main contact point for our Atlassian App customers in our service desk.

• Analyze and respond to tickets in our service desk portal
• Diagnose and troubleshoot technical issues
• Review log files for errors and anomalies
• Ask customers targeted questions to quickly understand the root of the problem
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers or sales)
• Follow-up regularily on escalated issues
• Provide prompt and accurate feedback to customers
• Refer to internal knowledge base or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Create and update user documentation
• Prioritize and manage several open issues at one time
• Ensure that new processes and remediation are documented comprehensively and communicated to the respective team members
• Administer and maintain the knowledge base articles and FAQ for respective applications
• Maintain jovial relationships with clients

Requirements

• Proven work experience as a Technical Support Engineer, IT Help Desk Technician or similar role
• Preferably with good knowledge of Atlassian tools
• Knowledge of debugging tools, reading error logs
• Hands-on experience with troubleshooting of web applications
• Ability to diagnose and troubleshoot basic technical issues
• Excellent problem-solving and communication skills
• Able to navigate through difficult conversations with professionalism and maintain a calm and empathic approach
• Ability to provide step-by-step technical help
• Familiarity with Linux is an added advantage
• Experience with scripting languages (e.g. Python) is a plus
• BS degree in Information Technology, Computer Science or relevant field

Benefits

• Work from Home
• Paid Time Off
• Flexible Working Time
• Medical
• No travel

Job Rewards and Benefits