Applications Support Engineer - Alpharetta, GA, United States

  • Verizon
  • Alpharetta, GA, United States
  • Feb 14, 2020
Full time Telecommunications

Job Description

Job # 540495

What you’ll be doing...

Verizon Connect is guiding a connected world on the go by automating, optimizing and revolutionizing the way people, vehicles and things move through the world. Our full suite of industry-defining solutions and services put innovation, automation and connected data to work for customers and help them be safer, more efficient and more productive. With more than three thousand five hundred dedicated employees in fifteen countries, we deliver leading mobile technology platforms and solutions.

As a SaaS leader, we know our talent is the most important component to our success. We hire top talent and empower them to do their best work. As a division of Verizon, we combine the fun and excitement of a start-up environment with the resources, operational excellence, and brand recognition of an established tech giant.

The Commercial Application Support Team within Verizon Connect’s Research & Development organization is responsible for helping maintain availability and stability of our commercial products through troubleshooting customer issues, collaborating with Product teams to resolve software defects, and serving as the link between the Customer Care organization who are on the “front-line” working with our customers and the rest of R&D.

We have an immediate need for an Application Support Engineer to join our Commercial Software Application Support team. This role will help facilitate product support, customer issue resolution, and product improvements for our award-winning SaaS application.

Responsibilities:

  • Actively monitor application performance and maintain system up time, while troubleshooting customer reported software bugs from external support teams.
  • Communicate with Customer Care Representatives, Field Installation Technicians, Field Sales, and other relevant Verizon Connect teams on resolving and answering escalated technical problems and issues.
  • Detect and diagnose code-related issues.
  • Collect and document information about product performance, product application problems, and failures.
  • Develop and suggest needed product improvements based on data collected. Communicate and collaborate with Product Management to create a better customer service experience.
  • Make improvements to existing product documentation and assist in the development of internal and customer-facing training materials.
  • Resolve customer issues within committed SLAs and timelines.
  • Perform miscellaneous job-related duties as assigned.

What we’re looking for...

You’ll need to have:

  • Four or more years of relevant work experience.
  • Three years of experience in an Application Support, Technology Operations, or Software Development role.
  • Experience with Microsoft (MS) SQL Server and other relational database technologies.
  • Experience with testing methodologies.
  • Familiarity with MS Windows Server and/or Linux Serverenvironments.
  • Experience using CRM and/or ticketing systems and tools including, but not limited to: Salesforce, JIRA Software, etc.
  • Knowledge of cloud technologies, particularly Amazon Web Services (AWS).
  • Knowledge of ITIL practices and principles.

Even better if you have:

  • Bachelor’s degree
  • Experience in .NET development and related web technologies including: ASP.NET, HTML, CSS, JavaScript, JavaScript Libraries, jQuery, C#, SOAP and REST Web Services.
  • ITIL Foundations Certification.
  • AWS certification(s) of any kind.
  • Experience with Linux operating systems.
  • Knowledge of Lean development methodologies.
  • A keen ability to troubleshoot deep and solve problems.

VZConnect

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.

Equal Employment Opportunity

We're proud to be an equal opportunity employer - and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.