Technical Support Engineer

V

Vestcom

Technical Support Engineer

Little Rock, AR
Full Time
Paid
  • Responsibilities

    Job Description

    We are seeking a motivated and detail-oriented Technical Support Engineer to join our dynamic IT team. You will be the frontline of support for our cloud-hosted web application, responsible for diagnosing and resolving technical issues for our clients. The ideal candidate will have a strong technical aptitude, excellent problem-solving skills, and a passion for providing exceptional customer service. You will work closely with the Technical Support Lead to ensure a seamless and effective support experience for our users.

    Key Responsibilities:

    • Tier 2 Support: Serve as the primary point of contact for inbound support requests via phone, email, and our ticketing system. Provide timely and accurate solutions to application and system issues.

    • Troubleshooting and Issue Resolution: Investigate, diagnose, and resolve complex technical issues related to our .NET-based application. This includes analyzing application logs in Azure App Insights, querying our MSSQL databases to identify data-related problems, and understanding application logic.

    • Problem Identification: Proactively identify patterns in reported issues to help pinpoint root causes. Document and track recurring issues to contribute to long-term solutions.

    • Escalation Management: Gather all necessary information for issues that require escalation. Clearly and concisely communicate the problem, steps taken to reproduce it, and your initial findings to the Technical Support Lead or the IT engineering team.

    • Documentation: Create and maintain documentation for common issues and their resolutions in our knowledge base. Contribute to a library of resources that empowers both our users and our support team.

    • Client Communication: Maintain clear and professional communication with clients, keeping them informed of the status of their support tickets and providing them with effective solutions.

  • Qualifications

    Qualifications

    • 1-3 years of experience in a technical support or application support role for a web-based application.

    • Proficiency in writing and executing basic SQL queries to retrieve and analyze data for troubleshooting purposes.

    • Familiarity with the .NET framework and the ability to read and understand C# code to trace application logic.

    • Experience with application performance monitoring tools like Azure App Insights, Datadog, or similar is highly desirable.

    • Familiarity with front-end technologies like JavaScript or Angular is a plus.

    • Excellent problem-solving and analytical skills, with a keen attention to detail.

    • Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

    • A customer-centric mindset and a commitment to providing a high-quality support experience.

    Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

    Additional Information

    The salary range for this position is $59,325 - $79,100/ year.

    The hiring [base salary / wage rate] range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candidate’s relevant skills, experience, education and training, and location, as well as the job scope and complexity, responsibilities, and regular and/or necessary travel required for the position, which may change depending on the candidate pool. Experienced Avery Dennison employees who are interested in this position and have questions regarding how the hiring range listed above may apply to them should contact their HR representative. Avery Dennison reserves the right to modify this information at any time, subject to applicable law.

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.

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