Application Support Engineer

Purpose of the Job

The Application Support Engineer will be responsible for the review, investigation, and resolution of the Project Manager and Plan and Procure solutions support issues that cannot be resolved by Client Engagement or Technology and Delivery Teams. These issues will require a thorough understanding of HH Global business process, software development procedures, and our proprietary Project Manager and Plan and Procure solutions.

This will be a fully remote position based in the United States or hybrid based in Chicago, Illinois.

Key Responsibilities

• Investigate internal and customer facing software issues
• Manage Zendesk queue of tickets
• Create and maintain related DevOps tickets
• Identify root cause of issue with development team as needed
• Recommend paths to issue resolution with internal teams as well as external users
• Communicate possible workarounds to reported issues
• Provide timely and clear updates on issue status, workarounds, and resolution.
• Work with Product Management and Development teams and recommend changes to error handling
• Work with QA teams to expand coverage of possible unknown real-world use cases
• Maintain the Product Viva Engage
• Document recurring issues
• Maintain product user guides

Knowledge, Skills + Experience

• BA/BS degree or equivalent practical experience. 
• 2-3+ years of relevant experience.

• Understanding the business, and business needs ​​
• High level understanding of the software development lifecycle ​​
• Strong analytical capability with the ability to meet deadlines​
• Strategic thinking and problem-solving skills ​​
• Excellent communication skills ​​
• Assertiveness and people skills ​​
• Decision-making abilities​
• Demonstrate great initiative and motivation in approaching their workload​
• Able to effectively work on several simultaneous projects in a fast-paced environment​
• Strong technical abilities and a genuine passion for new technologies and analytical tools is a plus​
• Project Management skills are a plus
• Able to work in the United States without visa sponsorship

Company benefits

• Healthcare, dental, vision insurance
• Short-term and long-term disability coverage
• 401k with discretionary company match
• 16 days of PTO with 9 company holidays + 3 floating holidays

For US applicants: The US base salary range for this position is $70,000 to $90,000 annually. Actual compensation packages are based on a variety of factors that are unique to each candidate, including skill set, experience, certifications and work location. This range may be different in other locations due to differences in the cost of labor.

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Your application will be reviewed by a member of our Recruiting Team and we'll reach out to you directly if there's a fit for the position. We're using video conferencing software to conduct many of our interviews, but all interviews will be live with a member of our Recruiting or Hiring teams.