The Application Support Engineer will provide Level 1 & 2 enterprise/technical support from our San Mateo office. This is a frontline role at Sequoia and will work closely with application users by troubleshooting software issues and helping achieve a quick resolution. In addition, the Application Support Engineer will work closely with Sequoia's Employee Advocates, Client Operation Managers, Engineering, and Data Analysts to ensure a smooth experience for Sequoia Mobile users with a consistent focus on customer satisfaction. Candidates must have strong customer service skills and a technical background.
What You Get To Do
Be the first point of contact for support queries from named contacts at client sites
Prioritize, investigate, diagnose, and resolve issues related to Sequoia Mobile services
Liaise with Sequoia Development and Product teams on issues that cannot be readily resolved at first contact
Read and interpret logs, and use log analyzers like Splunk, Cloudwatch, etc.
Identify recurring issues, perform root cause analysis, and provide suggestions to Engineering & Product teams.
Ensure that tickets are followed up on, kept up-to-date, and properly closed to ensure adherence with SLAs
Assist engineers with implementations of Sequoia Services by acting as a conduit to Development Operations
Assist in product testing and research
Exceptional ability to troubleshoot technical problems on iOS and Android platforms
Excellent interpersonal and customer care skills
Ability to deal with difficult callers and work calmly and professionally under pressure
Minimum of 1-2 years' relevant experience in customer services and/or technical support in one of the following fields: HR & employee benefits firm or vendor, technology, software, collaboration or unified communications technology
Logical approach to troubleshooting, including good analytical and problem-solving skills
Good record keeping abilities accurate and detail-oriented
Excellent written and verbal communication skills; ability to communicate effectively in English, both orally and in writing
Experience with helpdesk ticket/logging tools (JIRA experience beneficial)
Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base
Proactive and driven working style with the ability to adapt to change
Ability to thrive in a fast-paced environment
Ability to work effectively, efficiently, and independently
BS in computer science or a related field is preferred
Sequoia's Culture Our most important asset:
Passion for service
Caring for others
Focused on relationship building
Compensation & Benefits
Sequoia provides competitive compensation including base salary, performance based bonus programs, and comprehensive benefits package including 401(k) matching.