Application Support Engineer

About Guidepoint:

Guidepoint is a leading research enablement platform designed to advance understanding and empower our clients’ decision-making process. Powered by innovative technology, real-time data, and hard-to-source expertise, we help our clients to turn answers into action.

Backed by a network of nearly 1.5 million experts, and Guidepoint’s 1,600 employees worldwide we inform leading organizations’ research by delivering on-demand intelligence and research on request. With Guidepoint, companies and investors can better navigate the abundance of information available today, making it both more useful and more powerful. 

Overview:

The role provides technical support to a proprietary application platform in a global environment and provides expertise to the business and service team. A quick learner, skilled in customer support, knowledgeable with various application platforms, especially proprietary applications, experienced working with a development and product team, providing support to end-users in a work from anywhere model covering a global workforce.

Who We Are: 

🤝 Team-oriented and collaborative

💪Hard-working professionals who strive for excellence

👩‍💻 Built-in mentorship to help you drive and improve your project management and customer service skills, to deliver excellent results for clients

🥇Hands-on leadership to help you develop your career and provide opportunities for upward mobility within Guidepoint

What You'll Do:

• Provide troubleshooting and resolve issues for a SaaS based product
• Use Datadog to observe and monitor system health
• Triage user requests regarding employee application functions and issues
• Investigate and resolve basic to complex application issues
• Write Auto remediation scripts using AI based development tools
• Solving problems by identifying bugs and root cause analysis
• Work with internal development and operations team to escalate issues
• Identify security issues and bugs
• Provide excellent customer support to the business and client service team and clients as necessary; provide demo to clients, employees, etc
• Provide remote support via phone, email, etc
• Identify and present best-case solutions where time is of the essence
• Respond to customer inquiries via phone, email, chat, or other communication channels
• Guide customers through step-by-step solutions
• Document customer interactions and solutions in the ticketing system
• Escalate complex issues to higher-level support or specialized teams
• Maintain a high level of customer satisfaction through courteous and efficient communication
• Participate in regular training sessions to stay updated on product knowledge and support skills
• Collaborate with the development team to report and resolve bugs

What You Have:

• Knowledgeable in supporting web application SaaS platforms and architecture
• Linux and Windows support experience
• Experience with features such as voice conferencing, emailing, etc
• Knowledge in web stack operations, VOIP, SMTP, etc. a plus
• Programming knowledge, Data Dog experience and experience writing Auto remediation scripts using Python/Golang
• Functioning knowledge of database operations such as SQL, etc
• Experience with financial aspects such as payment methodologies, etc
• Experience with platforms such as LinkedIn, etc
• Setting standards and procedures

Other Requirements:

• College or University degree in relevant field with 3-5 years of work experience showing progressive growth in the field
• Hands-on experience with application support in an enterprise environment
• Datadog experience for Monitor and observing systems
• Self remediation Scripting experience
• Global experience is a plus
• Collaborative work skills and communication skills
• Tech writing and documentation
• Ability to rapidly analyze issues, anticipate consequences, make decisions, and initiate action
• Ability to work independently and/or as part of a team

What We Offer:

• Gain a unique opportunity to master essential skills, including desk research, business negotiation, interpersonal intelligence, multi-tasking, time management, and project management
• Develop strong business acumen through extensive exposure to new industries and trending topics as well as interaction with experts among various industry sectors
• Fast and transparent career advancement and opportunity to gain leadership experience
• You will receive strong team support, comprehensive training program and dedicated mentorship scheme to ensure your career progression
• Comprehensive medical coverage, central office location, competitive compensation, fun and youthful work environment

Interview Process:

• Meet your Guidepoint Recruiter!
• Initial Candidate Screen
• Meet the Technical Team!
• Hiring Team Interview
• Meet the Hiring Manager!
• Hiring Manager Interview
• Interview Process Outcome

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