*This is an ON-SITE position at our Reston, VA office*
The Application Support Engineer is responsible for delivering high-quality software application support to customers and partners, ensuring adherence to established service standards for quality, resolution efficiency, and customer satisfaction. The engineer independently investigates, diagnoses, and resolves complex technical issues, applying strong analytical and problem-solving skills to develop effective and innovative solutions. Working with minimal supervision, the role requires ownership of issues from initial triage through resolution, as well as clear communication with stakeholders throughout the support lifecycle.
Responsibilities:
- Provide advanced technical support by troubleshooting complex issues, resolving customer escalations, and collaborating with cross-functional teams to implement effective solutions.
- Support product releases, upgrades, and customer deployments to ensure successful implementation, operational readiness, and system stability.
- Serve as a technical subject matter expert for assigned products, providing guidance to customers and internal teams while promoting customer satisfaction.
- Develop and maintain technical documentation, knowledge base articles, training materials, and operational procedures.
- Monitor system performance, perform root cause analysis, and drive continuous improvement initiatives to enhance product quality, support effectiveness, and operational efficiency.
- Communicate customer feedback and field insights to Product and Engineering teams to support product improvements and future enhancements.
Qualifications and Skills:
- Associate's or Bachelor's degree in a related field, or equivalent combination of education and relevant professional experience.
- Strong technical troubleshooting and problem-solving skills across applications, integrations, and infrastructure environments.
- 2-3 years of experience using monitoring, logging, and ticketing tools to diagnose, track, and resolve technical issues.
- Ability to gather and analyze customer requirements, identify risks and dependencies, and communicate recommendations to stakeholders.
- Strong written and verbal communication skills, including the ability to create clear technical documentation and explain complex concepts to both technical and non-technical audiences.
- Ability to work effectively with customers, cross-functional teams, and multiple concurrent priorities.
Preferred Qualifications
- Experience with Jira, Confluence, or similar ticketing and documentation platforms.
- Experience supporting enterprise applications in a customer-facing environment.
- Familiarity with programming or scripting languages, SQL databases, Linux environments, and distributed system architectures.
WHAT’S IN IT FOR YOU?
- Competitive Salary and Compensation
- Annual Bonus Based on Personal Performance
- Medical, Dental, and Vision Insurance
- 401(k) with Company Match
- Employer-Paid Life Insurance and AD&D
- 100% Employer-Paid Short-Term and Long-Term Disability Coverage
- Flexible Time Away
- Paid Holidays
- Fun Fit Fridays Promoting Employee Health and Wellness
- Collaborative Work Environment
- Employee Referral Program
Apptium Technologies is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, age, religion, color, marital status, national origin, gender, gender identity or expression, sexual orientation, disability, veteran status, or any other characteristics protected by law. Apptium participates in the E-Verify program.
About Apptium
Apptium is a leading technology solutions provider to enterprises serving the Communications, Media, Entertainment and High-Tech industries. Apptium's Cloud Commerce Platform is an XaaS commerce platform with over 28K pre-integrated products. Featuring out-of-the-box functionality to rapidly build & scale your digital, cloud & subscription products & business while unifying & simplifying lifecycle management across providers under a unified interface. We enable clients to optimize the digital customer journey, harnessing insight-driven data to drive real-time actions and deliver meaningful, customer-centric experiences across all channels. From commerce to care, our solutions help evolve digital strategy, elevate customer experience, and transform business operations. Our clients and partners include nationally recognized brands across the globe. www.apptium.com
