• Applications Support Engineers (SaaS Software)

    Job Locations IE-Dublin
    Category
    Information Technology
    Type
    Regular Full-Time
  • The Company

    Location:  Globoforce's ultra-modern Dublin offices are based in 19 Beckett Way, Parkwest Business Park, D. 12.

     

    Technical Stack:

    The core technologies used on this role includes;

    • SQL – we use this daily for investigation of incidences, writing scripts to make data changes for issues and general troubleshooting. (Mandatory)
    • Linux and Java - Our systems sit on core technologies such as Linux and Java and our SaaS applications use technologies such as XML, HTML. The ability to read Java code (e.g. if supporting an issue) is really good to have.
    • Oracle & SQL databases
    • Splunk – used for all systems alerting issues

    The Job

    Overview of role:

    • You will work closely with Globoforce's Customer Success Managers and teams, together with our technical teams (Dev/ Automated QA, DBA/ Architects/ Product etc’) to troubleshoot production level issues on our multitenant SaaS platform. You can read more about our SaaS platform here: http://www.globoforce.com/how-it-works/superior-innovation/technology/
    • This isn't your typical phone or e-mail Software Support role. You're not just churning through support tickets. Your given the time to properly investigate production issues and apply deeper level root cause analysis.
    • You will be working smart, to identify wider impacts across Globoforce's platform and making sure future issues are mitigated. 

    Responsibilities, Skills & Qualifications

    Here's just some of what you will be doing;

    • Prioritize and troubleshoot multiple production issues on Globoforce's SaaS Platform.
    • Work closely with our Customer Success Managers and Customer Service teams to recieve accurate Customer Tickets/ Issues.
    • Liaise with our Development, Systems, DevOps DBA, QA and other teams to fix production issues, to agreed SLA's.
    • Determine root cause analysis for issues (E.g. analyzing logs, troubleshooting code etc.).
    • Support all of the software apps running on the Globoforce SaaS platform, troubleshooting and resolving any issues, making sure they are "always on".
    • Troubleshoot customer reporting incidents, using our platform reporting mechanisms. (Splunk).
    • Fix any queries on our platform functionality, working closely with our Development/ QA/Engineering/Customer Success teams, as needed.
    • Implement any customer change requests. (You'll need good SQL skills).
    • Make sure you accurately document solutions in our incident tracking system.
    • You’ll also need to clearly communicate these on time, to internal teams and customers.
    • Share your knowledge and expertise, and passion for continuously drive improvements. Help us update and share a knowledge base repository for our teams.

       Required Skills and Experience:

    • A Degree in a related field or relevant industry experience.
    • Strong software support experience, in a Software or SaaS vendor environment.
    • Experience writing SQL queries to troubleshoot complex issues.
    • Solid experience managing and prioritizing multiple incidents, owning of issues to resolution and following through consistently, making sure SLA's are met.
    • An excellent Customer Focused attitude – Put our customers 1st. Try different and creative ways to solve issues, keep the teams constantly updated. Be forward thinking and apply learning to avoid repeatable issues etc.
    • Basic understanding of Java (all our code is written in Java) or any other programming language is an advantage.

    Perks:

    • Globoforce offer a whole host of perks. Come learn more here; http://www.globoforce.com/careers/benefits/
    • Your success in this role really matters to us. You will be offered regular coaching and 1-1’ sessions, quarterly training plans, access out our Global online learning tools, and much more, to help you #GrowAtGloboforce

     

    We regret we cannot offer work permits or sponsorship for this role.

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