Application Support Engineer (Fullscreen Direct)

Playa Vista, CA
Shared Services – Engineering
Full-time
The Application Support engineer assists our customers, accounts, product, and software engineering teams on the Fullscreen Direct platform - a direct-to-fan web-based application used by top entertainers to better connect and engage their fanbase. This role will respond to errors and emergencies within applications and programs.

The Application Support Engineer is a crucial role that relies on quick thinking, prioritization, creative solutions, good and timely communication, as well as a very broad understanding of the entire technology stack: from LAMP (PHP) client-side programming, to web application deployment, debugging techniques and performance analysis. Must thrive on solving challenges that are impacting production applications and working with team members across the organization to achieve their objectives. 

RESPONSIBILITIES

    • Act as an Application Support Point of Contact for the Fullscreen Direct application platform
    • Investigate product, implementation & client integration issues
    • Work with engineering, implementation and analytics teams to design and refine processes, procedures, and delivery mechanisms
    • Act as a resolution engineer, taking ownership of client issues and ensuring that an issue is handled from beginning to end
    • Resolve issues wherever possible and when not, identify and document problems clearly for escalation to Engineering
    • Act as a lead point-of-contact for all client reported application performance issues
    • Log, investigate and track technical issues from clients
    • Understand, capture, log and track functional requests from clients
    • Support deployment / upgrade issues
    • Write Technical Articles and Documentation
    • Become proficient in understanding how the platform, software components, and configuration is linked together to form an end-to-end solution
    • Responsible for handling incidents within parameters specified in the SLA’s
    • Participate in internal bug and enhancement review meetings
    • Serve in an on call rotation as an escalation contact for service trouble incidents
    • Debug, troubleshoot and find the root causes of issues
    • Support production and non-production environments

Qualifications

    • Bachelor's degree in Computer Science, related field or comparable experience
    • Proven ability to quickly learn and implement new technologies
    • Good understanding of web technologies, browsers, and debugging tools
    • Must have experience with the LAMP stack
    • Ideal candidate is someone who is passionate about investigating issues and problem-solving
    • Must be detail-oriented and willing to get their hands dirty
    • Excellent written and client facing verbal communication skills
    • Excellent organization skills and project tracking capabilities
    • Must thrive in a fast-paced, small team work environment
    • Technical support experience in a SaaS environment is desirable

Perks / Benefits

    • Unlimited time off
    • Flexible dress code
    • Flexible work hours
    • Kitchen stocked with snacks
    • Pet Insurance
    • Catered meal on Fridays
    • Health, dental and vision benefits
    • 401(k) with a company match
    • Both paid maternity time and paid paternity time
ABOUT FULLSCREEN DIRECT (a Fullscreen Media company) is a powerful, integrated Direct to Fan tech platform for artists and creators to run their digital businesses and engage directly with their fans using tools for marketing, commerce and content distribution.

ABOUT FULLSCREEN MEDIA
Fullscreen Media is a global leader in social-first entertainment experiences serving creators, brands and consumers. Fullscreen Media is comprised of three key businesses: Fullscreen Creator Network is the biggest network empowering creators through a variety of services, from audience development and programming support to management, content production and merchandising. Fullscreen Entertainment reaches consumers through creator-driven experiences from Fullscreen Live, original content from Fullscreen Productions and the pioneering Rooster Teeth studio. Fullscreen Brandworks partners with major brands to tap into the power of social media with original entertainment, influencer marketing, multi-platform social content and targeted media through the Fullscreen Media Network. 

Fullscreen, Inc. is committed to employing a diverse workforce. You will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, protected veteran status, or disability.