Job Description

Job Description

*This is an ON-SITE position at our Toronto, ON office*

The Application Support Engineer is responsible for delivering high-quality software application support to customers and partners, ensuring adherence to established service standards for quality, resolution efficiency, and customer satisfaction. The engineer independently investigates, diagnoses, and resolves complex technical issues, applying strong analytical and problem-solving skills to develop effective and innovative solutions. Working with minimal supervision, the role requires ownership of issues from initial triage through resolution, as well as clear communication with stakeholders throughout the support lifecycle.

Responsibilities:

Troubleshoot and resolve escalated support issues, collaborating with development, QA, and operations teams when needed.
Provide hands-on technical support during product rollouts, system upgrades, and customer deployments to ensure smooth transitions.
Participate in release readiness activities and verify that operational, support, and monitoring requirements are met prior to launch.
Assist in planning and executing operational transitions by developing support documentation, training materials, and runbooks. Create and maintain technical documentation, FAQs, and knowledge base articles for internal and customer use.
Perform root cause analysis (RCA) on recurring or critical issues and drive permanent resolutions through process improvements or product enhancements.
Work closely with Product Management and Engineering to communicate customer and field feedback, helping influence product improvements and roadmap decisions.
Monitor system health, logs, and performance metrics post-deployment to ensure stability and proactively address potential issues.
Act as a subject matter expert (SME) for designated product components, features, or technical domains
Provide technical support for assigned complex system level software products. This includes prioritization, analysis, and resolution of problems of diverse scope requiring an evaluation of identifiable factors.
Address customer inquiries and escalations to ensure a high level of customer satisfaction.
Effectively manage customer escalations associated with complex problems reported in software Apptium products to ensure that end result is high level of customer satisfaction.
Independently define and drive analysis and research of more difficult technical customer problems. Involve appropriate resources in a manner that conserves staff time and yet provides resolution and consistent customer communication in a timely manner.
Root cause analysis on the issues reported by customers by analyzing the diagnostics available, such as the product logs, source code, network logs, server utilization and DB reports to provide RCA and solutions for issues related to product purchases & activation, billing discrepancies and life cycle management.
Validate product bug fixes to ensure regression-free solution and product functioning per specifications.
Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates. Plans should include Service Request Tracking System notes documenting environment, problem description, analysis, next steps (with task owners and dates), and a comprehensive solution description.
Develop and maintain specialized test environments to facilitate the reproduction and verification of solutions to technical problems.
Collaborate with R&D and other internal stakeholders during product problem resolution cycle.
Define and report on product supportability and readiness issue during the prod

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