Application Support Engineer

First Orion; North Little Rock (AR); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Open PTO

Company paid holidays

Flex Fridays

Flexible work arrangements

Health and dental/vision options

Retirement plans

Tuition reimbursement

Bonus potential

Job summary

First Orion is seeking an Application Support Engineer to support, monitor, and maintain Branded Calling software applications. You will own production apps, monitor data for anomalies, and collaborate with engineering to improve performance.

This role emphasizes strong customer service, clear communication, and proactive issue resolution. The position requires a BS in a related field and 1–3 years in technical support, with familiarity in AWS, SIP, and REST APIs.

Qualifications

• Bachelor's degree in a related field.
• 1–3 years of demonstrable experience in a Technical Support role.
• Ability to explain complex ideas to non-IT stakeholders.
• Strong verbal and written communication skills.
• Excellent customer service and relationship management experience.
• Proactive in identifying and resolving issues.
• Knowledge of AWS services and best practices.
• Basic knowledge of SIP call flows.
• Basic knowledge of REST API protocols.
• Experience with ticketing systems.

Responsibilities

• Provide software application support under supervision.
• Own production applications and ensure uptime.
• Monitor Branded Calling data for anomalies.
• Analyze software functionality and propose improvements.
• Collaborate with development, users, and clients to enhance performance.
• Keep documentation up-to-date with Eng and QA.
• Provide technical support to internal teams and external clients.
• Document root causes and escalate major concerns.
• Manage ticketing system and maintain query database.
• Develop reports for cross-team use.
• Implement logging, monitoring and alerting for all apps.
• Provide observability to managed apps.
• Handle on-call rotations.

Skills

Communication skills

Customer service

Critical thinking

Explain complex ideas

On-call experience

Problem-solving

AWS knowledge

SIP basics

REST API basics

Ticketing systems

Observability

Education

Bachelor's degree in CS/IT

Tools

PostgreSQL

Redshift

Cassandra

DynamoDB

CloudWatch

Job description

We are seeking a knowledgeable Application Support Engineer to support, monitor, and maintain the efficiency of our Branded Calling software applications. In this role, your duties will include supporting internal and external clients, monitor and maintain our Branded Calling applications, and collaborating with colleagues to improve the applications.To ensure success as an Application Support Engineer, you should possess experience in providing support in a fast-paced environment, and by being proactive in resolving issues that could impact our applications. A person employed in Application Support is responsible for managing the resolution of application and system issues that arise across the Branded Calling suite. There is an on-call rotation that takes place once per month.What you’ll be doing:Providing software application support under the supervision of the Senior Engineer.Owns the production applications and ensures they are running as expected.Monitors Branded Calling application data for anomalies.Performing analysis on software application functionality and suggesting improvements.Consulting with the software development team, internal users, and clients to improve application performance.Ensure documentation is kept up to date by working with Engineering and QA.Provides technical support to teams within the organization, and to external clients when required.Establishing and documenting the root causes of application errors and escalating serious concerns to the Senior Engineer.Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date.Monitoring application performance metrics.Provide observability to the applications managed.Implement Logging, Monitoring and Alerting for all applications.Proactively identify and resolve technical issues.Develop reports for teams across the businessWhat you’ll need:A Bachelor's Degree in Computer Science, Information Technology, Information Systems, Computer Engineering, or similar.1-3 years of demonstrable experience in a Technical Support role.Ability to explain complex ideas to those with limited IT and systems knowledge.Good communication skills: verbal and written.Listening ability and patience.Extraordinary customer service and relationship management experience.Proficient Critical thinking skills.Knowledge of AWS services, tools and best practices.Basic knowledge of SIP call flowsBasic knowledge of REST API protocolsBonus Points:Willing to learn AWS technologies such as Amazon CloudWatch (including CloudWatch Agent, CloudWatch Logs, CloudWatch Alarms and CloudWatch Events), AWS X-Ray, Amazon SNS and Amazon Elasticsearch Service.Understanding of multiple operating systems including Linux variants and windows. Have a working knowledge of multiple databases including PostgreSQL, Redshift and NoSQL data stores like Cassandra and AWS DynamoDB.Perform automation activities using scripting languages such as bash, GNU utilities, Python, JavaScript and PowerShell for the Windows side.Company Benefits:Balancing the work-life flow is key to health and happiness! That is why we offer one of the most competitive packages in our industry with open PTO, company paid holidays, Flex Fridays and flexible work arrangements. We strongly value the health and wellness of our teammates and through our state-of-the-art fitness center we’re helping our teammates reach their wellness goals while at work. Add on generous health and dental/vision options, retirement plans, learning and development programs, career path frameworks, tuition reimbursement, company options and bonus potential you have many ways to take advantage of a comprehensive benefits package that means the most to you!Learn More About First Orion:First Orion helps businesses generate more revenue, increase efficiency, and improve the customer experience by empowering them to brand their phone calls with their name, logo and reason for calling. We are the market leader in branded communications technology, and a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers.First Orion has been voted a Great Place to Work with top rankings in every category.Learn more about what our employees have to say on our First Orion Glassdoor page and watch our People First Diversity Statement/Video.First Orion Culture Cornerstones are at the core of everything we do here.Disclosure:First Orion is an Affirmative Action and Equal Opportunity Employer. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Activities, duties, and responsibilities may change at any time with or without notice, based on the changing needs of our business.This position is not eligible for employment-based immigration visa/status sponsorship. Employees are required to demonstrate proper work authorization as required by I-9 compliance.First Orion is interested in every qualified candidate who is eligible to work in the United States. First Orion’s immigration sponsorship policy is applied in a nondiscriminatory fashion regardless of race, gender, ethnic origin, or any other classification protected by law.