Associate Application Support Engineer

Here's what you will get to explore:

• Technical Support and Customer Interaction:
  Provide real-time support via voice calls, chats, and emails to Seclore enterprise customers and partners, adhering to SLAs and resolving issues, often on the first interaction. Handle multiple cases with varying severity and escalate when necessary.

• Product Expertise and Continuous Learning:
  Gain in-depth knowledge of Seclore products, research relevant topics, and stay updated through training to support new product releases, troubleshooting, and developing documentation.

• Issue Diagnosis and Resolution:
  Use analytical skills and experience to diagnose and resolve complex issues in diverse customer environments, applying technical expertise to deliver effective solutions.

• Collaboration and Communication:
  Work closely with internal teams to prioritize customer requests, communicate technical issues clearly to stakeholders, and mentor peers to improve skills and efficiency.

• Multitasking and Shift Adaptability:
  Manage multiple cases efficiently in a fast-paced environment, and remain adaptable while working in shifts to meet team and customer needs.

• Support: Assisting users with Seclore products by providing answers to questions and offering guidance to ensure proper operation via phone, chat, or email.

• Troubleshooting: Identifying and diagnosing issues with software functionality.

• Repair: Resolving and fixing application software malfunctions.

• Languages: Proficient in English.

• Core Technologies: Expertise in Windows Server/Client, Linux, troubleshooting OS and application issues, and infrastructure technologies (AD, DNS, DHCP).

• Networking Tools: Strong foundation in networking principles and working knowledge of MS Office, Process Monitor, Wireshark, and antivirus software.

• Additional Skills: Familiar with MAC OS, VMware/Hyper-V, Apache Tomcat/Web Server, remote deployment tools (LANDesk, SCCM), and relational DB principles (MS-SQL, Oracle).

• Security: Understanding of computer security procedures and protocols.

• 2 to 5 years in technical support, preferably application support, with exposure to shift work and handling customer calls.

• Familiar with CRM tools and severity-based models, with experience supporting enterprise customers.

• Education: Bachelors/Diploma in Computer Science.

• Certifications (Preferred): MCSE, MCP, RHEL, CCNA.

• Strong customer-focus, problem-solving skills, and ability to communicate technical issues to non-technical users.

• Ownership of technical issues, with a willingness to work in a 24/7 support center and adapt to high-pressure environments.

• Team player with flexibility to stretch work hours when needed.

• We value and support those who take the initiative and calculate risks.

• We have an attitude of a problem solver and an aptitude that is tech agnostic. You get to work with the smartest minds in the business.

• We are thriving not living. At Seclore, it is not just about work but about creating outstanding employee experiences. Our supportive and open culture enables our team to thrive.