Application Support Engineer

RESPONSIBILITIES- Maintain response and resolution speed as defined by SLOs- Keep high customer satisfaction scores and follow quality standards in 90% of cases- Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment- Perform internal classification queries documenting classes of problems and preventative actions for further retroactive analysis- Reactively file issue reports to Customer engineers, build documentation, procedures, document desired behavior and/or steps to reproduce, and suggest code-level resolutions for complex product bugs, assist engineers to drive bugs to resolution- Perform community management tasks as needed by the business- Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features)- Follow notification and escalation procedures- Follow standards for communications with busines...