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Senior Application Support Engineer

Location: Seattle, WA
Hansell Tierney is assisting our client with their search for an Application Support Engineer III.

Location: Seattle, WA
Duration: FTE

Description
Hansell Tierney is helping our client find a critical thinking, experienced problem solver to join their support team in meeting the growing needs of customers. The successful candidate will possess a track record of complex troubleshooting in a dynamic environment and are interested in new challenges supporting end users.

You will be part of a global, front-line team working with a broad set of customers and relied upon to represent our client through responsive, thoughtful problem-solving to maintain strong relationships. You will demonstrate excellent professional communication skills, apply deductive approaches to troubleshoot issues and document solutions for continuous improvement. In this team-based environment, you will be in the heart of the action with opportunities to learn from others, grow your skills and accelerate your career. Come work with other down-to-earth, smart people who love to roll up their sleeves and get stuff done in the face of big, exciting challenges!
 
Responsibilities:
  • Be an ambassador, positively represent our client and develop goodwill in all customer interactions ranging from staff to high-level decision-makers
  • Approach users with a can-do attitude, efficient approach and dependable follow-through
  • Diagnose nuanced performance issues spanning multiple software components
  • Replicate, describe, and troubleshoot complex bugs and product issues and capture actions taken in our ticketing system
  • Prioritize support tickets and exercise individual judgment based on issue severity
  • Manage the ticket escalation process and work closely with engineering team in reporting and tracking software bug resolution
  • Help build our knowledge base by actively updating and adding to product documentation, FAQ’s and support materials
  • Be a role model for other levels of support engineers and find opportunities to improve timelines and efficiency
  • Be ready and willing to step up where needed to provide superior customer service
Desired Experience and Skills:
  • Expert troubleshooting and problem-solving skills in a professional environment
  • Ability to collaborate and work effectively in a team
  • Ability to excel in a fast-paced environment, embrace change, and show good judgment
  • Track record of professional and effective verbal and written communication skills with customers and end users
  • Experience in one or many areas such as online technologies, online services, software coding/testing, video production or editing, or similar web or video application tools
  • Bachelor Degree or equivalent experience
Bonus Points:
  • Demonstrated knowledge of Windows/Mac OS/browser, hardware, Windows server 2008/2012, IIS, Windows Media Services, and Microsoft SQL 2008/2016, networking, web applications troubleshooting
  • Working knowledge of how to use perfmon, Fiddler, Wireshark, or similar diagnostic tools
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Contact Us

Hansell Tierney 2955 80th Ave SE Suite 102 Mercer Island WA 98040 Office: 206-232-3080 Email: info@hanselltierney.com