Expert Applications Support Engineer

Sony; United States; Remote; USD 117,000 - 154,000; Full time

Job summary

Join a forward-thinking company as an Application Support Lead, where you will lead a team of engineers to enhance customer experiences in a remote-first environment. This role offers the opportunity to manage technical support, troubleshoot issues, and develop innovative solutions that contribute to a cutting-edge media management platform. Enjoy a culture that promotes diversity and inclusion, with competitive pay and a comprehensive benefits package. If you're passionate about technology and customer satisfaction, this is the perfect opportunity to make an impact and grow your career.

Benefits

Competitive salary and benefits package

Remote-first work environment

Supportive and creative work atmosphere

Opportunities for professional growth

Exciting projects with a talented team

Exclusive discounts on Sony products

Qualifications

• 5+ years in App Support, preferably in a SaaS environment.
• Strong analytical and problem-solving skills with a focus on customer satisfaction.

Responsibilities

• Lead a team of app support engineers and manage technical support documentation.
• Troubleshoot customer issues by analyzing data across NoSQL and RDBMS.

Skills

App Support

Analytical Skills

Problem-Solving

Communication Skills

Interpersonal Skills

Teamwork

Customer Satisfaction Focus

Education

Bachelor's degree in Computer Science

Equivalent experience

Tools

NoSQL databases

RDBMS databases

FFmpeg

ImageMagick

Job description

Sony Electronics Inc. is looking for the risk-takers, the collaborators, the inspired and the inspirational. We want the people who are brave enough to work at the cutting edge and create solutions that will enrich and improve the lives of people across the globe. In addition to competitive pay and benefits, we offer an environment and culture that promotes Diversity, Equity and Inclusion. Our team members enjoy innovative work-life balance opportunities including a hybrid home/office workplace, monthly “Free Fridays”, and early shutdowns on Fridays throughout the year (including half-days during the summer).

So, if you want to join a “Best Place to Work” company and make the world say wow, let's talk.

Job Title: Application Support Lead

Company: Sony Media Cloud Services

Location: Remote (Candidates must be located within the US or Canada)

The anticipated base pay range for this position is $117,000.00 to 154,000.00. This range is for US base roles only. Canada range will be according to market. The actual base salary offered depends on a variety of factors, which may include the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.

In addition to a competitive base salary this position is also eligible for a bonus, and a comprehensive benefits package including healthcare benefits (medical, dental, and vision), paid medical leave after three months of employment, a 401k plan with matching company contributions, vacation time, education assistance, student loan assistance program, eighty hours of paid sick leave time annually, and up to twelve weeks paid parental leave after six months of employment.

About Ci Media Cloud:

Ci Media Cloud is a cutting-edge technology product revolutionizing the world of media management and collaboration through our innovative cloud-based solutions. We take pride in delivering exceptional user experiences and groundbreaking technology to our clients. At Ci Media Cloud, we believe in fostering a fun, creative, and dynamic work environment that inspires innovation and empowers our team members to be their best selves. Join us on our mission to reshape the media landscape, and let's create the future together!

Responsibilities:

• Lead a team of app support engineers, providing guidance and oversight as they handle customer support tickets and technical issues.
• Manage technical support documentation, including a knowledge base, support procedures and troubleshooting guides.
• Troubleshoot and resolve customer reported issues by analyzing data across NoSQL and RDBMS data stores and application code.
• Build and maintain active monitoring systems to identify issues before they’re reported by customers.
• Lead development of tools for automating resolution of customer issues.
• Work with development teams to implement fixes and features to benefit customers.
• Respond to system incidents and provide support for resolving issues in application services.

Requirements:

• Bachelor’s degree in Computer Science or related field, or equivalent experience.
• 5+ years in App Support, preferably in a SaaS environment.
• Excellent communication and interpersonal skills, with the ability to work well in a distributed team environment.
• Strong analytical and problem-solving skills, with the ability to identify patterns in support issues to develop effective solutions.
• Ability to manage multiple priorities and work under pressure, while maintaining a focus on customer satisfaction and team morale.
• Experience with NoSQL and RDBMS databases.

Bonus Points For:

• Experience working in teams developing B2B and B2C SaaS products.
• Experience with media formats (audio, video, image) and standard tools used to process them (i.e. FFmpeg, ImageMagick, etc.).
• Ability to read application code to better understand complex logic when troubleshooting issues.

What we offer:

• Competitive salary and benefits package.
• A remote-first work environment with the flexibility to work from anywhere within the US or Canada.
• A supportive, creative, and fun work atmosphere where your ideas are valued.
• Opportunities for professional growth and development.
• The chance to work on exciting projects with a talented and dedicated team.
• Exclusive discounts on a wide range of Sony products for all employees.

Sony Electronics is an Equal Opportunity Employer that values employees with a broad cross-cultural perspective. We strive to create an inclusive environment, empower employees and embrace diversity. We encourage everyone to respond. All applicants will receive fair and impartial treatment without regard to race, color, religion, sex, national origin, ancestry, citizenship status, age, legally protected physical or mental disability, protected veteran status, status in the U.S. uniformed services, sexual orientation, gender identity or expression, marital status, genetic information or on any other basis which is protected under applicable federal, state or local law.

Disability Accommodation for Applicants to Sony Electronics, Inc.

Sony Electronics, Inc. provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. For reasonable accommodation requests, please contact us by email at [e-mail], or you can mail your resume to: Sony Electronics, Human Resources Department, 16535 Via Esprillo, San Diego CA 92127. Please indicate the position you are applying for.