Application Support Engineer

WHAT WE DO

In a few short years, IDENTOS has become recognized and referenced globally for building privacy first, access control software that serves to elegantly connect distributed data silos and digital identities - advancing digital experiences in health, finance and more.

WORKING AT IDENTOS

A design-led product and services company, we believe that a solution is incomplete until it considers the end user. Working here puts you in touch with a growing, people-first and purpose-led team – collectively driven by delivering innovative solutions that protect people’s privacy and without compromising on usability. A diversity of perspectives and knowledge shapes the way we collaborate across multiple disciplines including software developers, design, sales, product, and IT. For this reason, we consider empathy as one of the strongest traits of our people.

WHO WE’RE LOOKING FOR

We are looking for an Application Support Engineer to become the expert in configuring IDENTOS software products, supporting client deployments and also assisting with the internal IT Infrastructure supporting our customers. In this role, your duties will include configuration and operation of IDENTOS based products and solutions, collaborating with colleagues, supporting mobile app releases and app store publishing. You will be a key member of our customer implementation team but also be required to provide day 2 IT support to our clients and provide professional and timely correspondence in response to IT incidents or software requests reported by our customers.

You should possess experience and aptitude for technical application support in a fast-paced environment. Top-Notch application support engineers distinguish themselves by being proactive and inquisitive learners who become strong generalists with the ability to specialize in a domain as well.

The Applications Engineer will join the Technical Support team to diagnose and resolve technical issues involving the products. The Applications Engineer is the main bridge between the engineering team and our customers with the primary goal of ensuring overall quality and customer satisfaction goals are exceeded.

Key Responsibilities:

Be the expert in IDENTOS based products and solutions, configuration and operation

Interface with the Client Delivery team to build requirements and documentation

Utilize existing CI/CD infrastructure to configure and build app releases

Support mobile app releases, manage app store release processes

Support database configuration, population using SQL

Provide professional and timely correspondence with customers

Create and update application and solution documentation

Diagnose and resolve customer software application issues

Perform analysis on software application functionality, suggesting improvements

Ensure effective front-end and back-end functionality of applications

Consult product team, internal users and customers to improve application performance

Determine root causes of application errors or performance issues in a timely manner

Discern and escalate serious concerns to our support and product teams

Keep a record of configuration changes and scheduled application updates

Document processes and monitoring application performance metrics

Contribute and maintain knowledge base articles

Test new product releases\patches and provide feedback to the development team

Proactively follow-up on all assigned issues to ensure satisfactory closure

Skills and Requirements

Experience in similar role within Application Support

Excellent written and verbal and communication skill in English

SQL command/query experience: SQL Server

Exposure to common applications and file formats: DOCX, RTF, PPT, XLSX, HTML and XML

Experience with ASP/ASP.NET, XML/XSL, WCF, Active Directory, IIS, Java, J2EE architecture

Experience and knowledge of various databases - Mongo DB, Maria, cloud based RDBs (AWS, Azure)

Knowledge of DTP formats: FrameMaker and InDesign

Network knowledge: IP, TCP, HTTP, firewalls and proxy servers

Experience with Application Servers

Ability to handle sensitive and confidential information

Job Types: Full-time, Permanent

Benefits:

Casual dress
Company events
Dental care
Disability insurance
Employee assistance program
Extended health care
Flexible schedule
Life insurance
Paid time off
Vision care
Work from home

Schedule:

Monday to Friday

COVID-19 considerations:
Our team has been operating entirely remotely throughout the COVID pandemic. We will continue to offer remote and hybrid work options to all team members.

Experience:

Application Support: 3 years (required)

IDENTOS INC.

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Application Support Engineer