Branded Calling 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

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.