Application Support Engineer (Intermediate) (Hybrid)

Sybrin Group; Johannesburg; On-site; ZAR 30 000 - 60 000; Full time

Job summary

An established industry player is seeking an Application Support Engineer to ensure seamless service delivery and uphold contractual obligations. This fully remote role requires a detail-oriented individual with strong programming skills and a customer service mindset. You will mentor junior engineers while managing incidents and enhancing the customer experience. The ideal candidate thrives under pressure and is proactive in resolving issues. Join a dynamic team dedicated to excellence and innovation in the IS industry, where your contributions will significantly impact customer satisfaction and operational success.

Qualifications

• Degree + Professionally Skilled Level required.
• Minimum 4 years' experience at an Intermediate level.

Responsibilities

• Ensure service delivery and adherence to contractual obligations.
• Lead key functions, support Juniors, and handle escalations.
• Deliver high-quality solutions on time and maintain production stability.

Skills

C#

Angular

Typescript

MS SQL

POSTGRESQL

Customer Service Mindset

Problem-Solving

Team Player

Education

Degree

Tools

MS Teams

Excel

Word

Outlook

PowerPoint

Visio

Draw.io

Job description

Role Overview : Responsible for routine troubleshooting and debugging of code faults in the Sybrin software performing critical functions within corporate customer environments.

Responsible for maintaining excellent customer service relationships and upholding the SLA between Sybrin and our customers.

Responsible for proactive, preventative maintenance on critical functions in customer environments using Sybrin's in-house proactive monitoring and automated recovery software.

Working in a team is mandatory; strong interpersonal skills and the ability to work under pressure are crucial. Apply for this role if you are detail-oriented, customer service-focused, and enjoy solving complex problems.

You will have the opportunity to mentor and coach Junior engineers as an emerging leader and expert in the IS industry with some years of experience.

You must be disciplined; this is a fully remote role (competence in remote work technologies for supporting customers is expected).

You must be willing to work and support customers on weekends or after hours for which there is fair compensation.

Qualifications and Experience :

• Degree + Professionally Skilled Level.
• Minimum 4 years' experience at an Intermediate level.

Key Responsibilities :

As an Application Support Engineer (ASE), you will be pivotal in ensuring the company's service delivery and adherence to contractual obligations.

Your role goes beyond managing incidents; you will be responsible for maintaining production stability from both customer and company perspectives.

The ASE is responsible for ensuring a seamless operational environment for customers and proactively enhancing the customer service experience.

You will work to prevent recurring incidents and resolve repeated issues within agreed time frames.

As an ASE, you will lead by example in managing the Incident Management System (IMS), ensuring tickets are accurately updated and closed according to SLA standards, and meeting quality expectations.

You will set the standard for technical and professional interactions with customers, aiming to exceed expectations and foster trust-based relationships.

As a senior member, you will lead key functions, support Juniors, handle escalations, and ensure adherence to best practices, while also managing medium to high-impact customer escalations.

You will promote and reinforce company culture within your team, recognizing achievements and providing constructive feedback, and sharing our culture with customers to enhance brand identity.

You are responsible for delivering high-quality solutions on time, involved in all stages of solution delivery, and maintaining a strong understanding of the code and backend workings of supported solutions.

You will apply deep knowledge of systems, components, and business processes to create comprehensive test cases, conduct testing, anticipate impacts of changes, and maintain a database of test cases for future use.

You must demonstrate strong technical skills, including programming expertise, problem-solving, and adherence to best practices, while continuously improving your skills through code reviews and quality assurance.

Critical Technical and Behavioral Skills Required :

• Programming Languages (C#, Angular, Typescript, MS SQL, POSTGRESQL)
• Office tools (MS Teams, Excel, Word, Outlook, PowerPoint)
• Visio or Draw.io (system flow diagrams)
• Infra / Networking concepts (physical and cloud solutions)
• IIS (hosting web apps, managing certificates, debugging)
• Web Services
• Customer Service Mindset / ITIL
• Team Player, Works well under pressure, Go Getter, Self-Motivated, Innovative, Accountable, Proactive, Reliable, Dedicated