Branded Calling Platform Support Engineer

First Orion; United States; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

open PTO

company paid holidays

Flex Fridays

flexible work arrangements

generous health and dental/vision

retirement plans

learning and development programs

career path frameworks

tuition reimbursement

company options and bonus potential

Job summary

First Orion is seeking an Application Support Engineer to support, monitor, and maintain Branded Calling software applications. This role involves supporting internal and external clients, monitoring data for anomalies, and collaborating with colleagues to improve application performance.

A monthly on-call rotation is required; the position requires a Bachelor’s degree in a relevant field and 1–3 years of technical support experience.

Qualifications

• 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.
• Knowledge of AWS services, tools and best practices.
• Basic knowledge of SIP call flows
• Basic knowledge of REST API protocols.

Responsibilities

• Provide software application support under supervision of Senior Engineer.
• Own production applications and ensure they run as expected.
• Monitor Branded Calling application data for anomalies.
• Analyze software functionality and suggest improvements.
• Consult with software development team, internal users, and clients to improve performance.
• Keep documentation up to date with Engineering and QA.
• Provide technical support to teams and external clients when required.
• Document root causes of application errors and escalate serious concerns.
• Manage ticketed query system and maintain a database of queries/resolutions.
• Monitor application performance metrics and provide observability.
• Implement logging, monitoring and alerting for all applications.
• Identify and resolve technical issues proactively.
• Develop reports for teams across the business.

Skills

Communication skills

Customer service

Critical thinking

AWS knowledge

SIP call flows

REST API

Education

Bachelor's degree in CS/IT/IS/CE or similar

Tools

AWS

PostgreSQL

Redshift

Cassandra

DynamoDB

Job description

First Orion is seeking an Application Support Engineer to support, monitor, and maintain Branded Calling software applications. This role involves supporting internal and external clients, monitoring data for anomalies, and collaborating with colleagues to improve application performance.

A monthly on-call rotation is required; the position requires a Bachelor’s degree in a relevant field and 1–3 years of technical support experience.