Application Support Engineer (Senior) (Hybrid)

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 great 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 relationships and the ability to work under pressure are crucial. Apply for this role if you are detail-oriented, customer service oriented, and enjoy satisfaction from solving complex problems.

You will have an opportunity to mentor/coach Junior engineers in this role 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 (we expect competence in remote work technologies for supporting customers).

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

Qualifications and Experience:

Degree + Professionally Skilled Level. Minimum of 6 years' experience.

Key Responsibilities:

1. Technical Expertise and Problem-Solving: Demonstrate Advanced Technical Skills: Exhibit superior technical proficiency in supporting ITSM applications, including in-depth knowledge of Sybrin software and related customizations.
2. Debug faulty applications and provide workable solutions in short timeframes under immense pressure from customers.
3. Complex Problem-Solving: Efficiently resolve high-impact and complex issues with minimal guidance, showcasing an advanced logical approach to fault finding and problem-solving.
4. Solution Delivery: Quality and Timeliness: Deliver solutions, including Change Requests (CRs) and project deliverables, on time and in accordance with Sybrin standards and best practices.
5. Ensure that all deliverables are thoroughly tested and meet quality benchmarks.
6. Process and IMS Management: Manage the Incident Management System (IMS) diligently, ensuring that all tickets are up-to-date, resolved within SLA, and meet high-quality standards.
7. Ensure that tickets are acknowledged and responded to promptly, escalating issues as needed to prevent SLA breaches and maintain system integrity.
8. Customer Engagement and Relationship Management: Engage with customers on a technical and professional level, using your experience to exceed expectations and resolve issues efficiently.
9. Manage customer expectations effectively, ensuring realistic commitments and high-quality service delivery.
10. Best Practices and Continuous Improvement: Ensure all systems are configured and maintained according to Sybrin's best practices.
11. Continuously seek to improve your technical skills and knowledge.
12. Test Case Creation and Impact Assessment: Guide or create comprehensive test cases (both positive and negative) to ensure effective application testing.
13. Anticipate and assess the impact of changes after deployments, assisting in the development of sanity test cases to ensure system stability.
14. Team Leadership and Mentorship: Provide guidance and mentorship to Graduates and Associates, helping them develop their technical skills and understanding of best practices.
15. Positively influence and reinforce the company culture within your team, recognizing and encouraging adherence to company values and providing constructive feedback as needed.
16. Code and Repository Management: Deliver high-quality, stable solutions with minimal defects.
17. Follow correct procedures for code repository management, including commit practices, merging code, and maintaining repository structures.
18. Escalation and Issue Management: Effectively manage escalations related to medium to high-impact issues, keeping management and the Support Tech Lead informed.
19. Identify and prioritize potential issues that may escalate further, ensuring timely resolution and appropriate escalation.

Critical Technical and Behavioral Skills Required:

Programming Languages (C#, Angular, Typescript, MS SQL, POSTGRESQL); OFFICE (MS Teams, Excel, Word, Outlook, PowerPoint); VISIO or DRAW.IO; Infra/Networking concepts for physical as well as cloud-hosted solutions; IIS; Web Services; Customer Service Mindset / ITIL; Team Player; Works well under pressure; Go Getter; Self-Motivated; Innovative; Accountable; Proactive; Reliable and dedicated.