Application Support Engineer

Description

Key areas of Responsibility Provide support to our customers for their production environmentsInvestigation and diagnosis of problems with our core applicationsLiaise with customers to inform of progress, request information, manage expectations and close out issues.Take ownership for customer support issues and push them to resolution.Liaison with our customers technical staff to ensure incidents are resolved, even if the cause is not directly related to our productsLog, track and update incidents in our issue tracking systemEnsure that procedures are followed so that customer implementations are handed over to Application Support from Professional Services Be a significant contributor to our knowledge base/FAQ Maintain and manage customer test environments for problem replicationJob RequirementsEnd to end experience in the support of webbased applicationsGood written and verbal communication skills. Second language a plus.Familiarity with the structure of J2EE web applications, the user interface, application server and databaseExperience of application support investigations directly with customersStrong experience of working with and resolving challenging technical support issuesExperience of software development lifecycle as it impacts on customer supportExcellent organizational and time management skillsAbility to work well under pressure and time constraintsExperience of Financial Services industry from previous roles would be a distinct advantage. Essential skills 4+ years experience working in a customer support environmentAbility to juggle conflicting priorities and demands on time. A proven ability to be able to set and manage customer expectationsCan demonstrate a large degree of self management and ability to work autonomously for periods of timeJava/J2EEStrong skill in any one of the following Websphere, Tomcat, JBOSS, WeblogicOracle 9i or 10g Strong Windows Server 2003 skillsUnix/Linux with AIX an advantageFluent in English