Application Support Engineer

San Mateo, CA
Technology
Full-time
The Application Support Engineer will provide Level 1 & 2 enterprise/technical support from our San Mateo office. This is a frontline role at Sequoia and will work closely with application users by troubleshooting software issues and helping achieve a quick resolution. In addition, the Application Support Engineer will work closely with Sequoia’s Employee Advocates, Client Operation Managers, Engineering, and Data Analysts to ensure a smooth experience for Sequoia Mobile users with a consistent focus on customer satisfaction. Candidates must have strong customer service skills and a technical background.

What You Get To Do

    • Be the first point of contact for support queries from named contacts at client sites
    • Prioritize, investigate, diagnose, and resolve issues related to Sequoia Mobile services
    • Liaise with Sequoia Development and Product teams on issues that cannot be readily resolved at first contact
    • Read and interpret logs, and use log analyzers like Splunk, Cloudwatch, etc.
    • Identify recurring issues, perform root cause analysis, and provide suggestions to Engineering & Product teams.
    • Ensure that tickets are followed up on, kept up-to-date, and properly closed to ensure adherence with SLAs
    • Assist engineers with implementations of Sequoia Services by acting as a conduit to Development Operations
    • Assist in product testing and research

Qualifications

    • Exceptional ability to troubleshoot technical problems on iOS and Android platforms
    • Excellent interpersonal and customer care skills
    • Ability to deal with difficult callers and work calmly and professionally under pressure
    • Minimum of 1-2 years’ relevant experience in customer services and/or technical support in one of the following fields: HR & employee benefits firm or vendor, technology, software, collaboration or unified communications technology
    • Logical approach to troubleshooting, including good analytical and problem-solving skills
    • Good record keeping abilities – accurate and detail-oriented
    • Excellent written and verbal communication skills; ability to communicate effectively in English, both orally and in writing
    • Experience with helpdesk ticket/logging tools (JIRA experience beneficial)
    • Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base
    • Proactive and driven working style with the ability to adapt to change
    • Ability to thrive in a fast-paced environment
    • Ability to work effectively, efficiently, and independently
    • BS in computer science or a related field is preferred
Sequoia’s Culture – Our most important asset:

Integrity
Passion for service
Innovative
Growth oriented
Caring for others
Promise-centric
Focused on relationship building

Compensation & Benefits

Sequoia provides competitive compensation including base salary, performance based bonus programs, and comprehensive benefits package including 401(k) matching.