Optimum Source, Inc. Senior Application Support Engineer

Optimum Source, Inc.

₱35-45K[Monthly]

Remote1-3 Yrs ExpBachelorFull-time

Open Country：Philippines

Language Requirements：English

This remote job is open to candidates in specific countries. Please confirm if you want to continue despite potential location restrictions

technical support firewallsvirtual private networksaccess control list admin

Triage incoming support requests from customers and internal
Use existing documentation & knowledge of the systems to solve customer issues.
Liaise with your colleagues to find and implement resolutions to support requests in a timely and efficient manner.
Take responsibility for the prompt resolution of customer problems by acting as the primary owner of the incident until its completion
Research problems to find solutions both in the Apple and Microsoft ecosystems.
Work with the Hotel IT and Operations teams to capture, diagnose, and provide resolution to problems with 3rd party integrations throughout the deployment cycle
Provide feedback to the development team regarding bug fixes, enhancement requests, and other issues related to 3rd party integrations
Provide support for integration setup and interfaces involving third-party vendors and IRIS clients; helping clients and vendors to complete installations
Create and implement test plans and work with all parties to ensure that functionality meets the needs of the customer
Work with internal product teams to understand product capabilities, technical features, and functions
Work closely with the Customer Success team to ensure the end product aligns with the requirements
Willingness to partake in out-of-hours support.
Create and maintain documentation relating to support and delivery

2+ years providing Tier 1 or 2 support ideally in a SaaS environment
Expert technical troubleshooting and problem-solving skills
Excellent verbal and written communication and organizational skills and possess the ability to interface with customers and third-party vendors
Ability to work un-supervised
Ability to write clear and concise documentation.
Knowledge of Firewalls, Virtual Private Networks, Access Control List Administration
Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
Ability to quickly learn and absorb new systems and products.
Ability to work in a fast-paced, high-intensity environment and to maintain calm and professionalism in high-pressure situations
Experience working with Oracle Simphony a bonus