Engineer – Applications Support

About the Organization:

At Optimum Info, we are continually innovating and developing a range of software solutions that empower Network Development and Field Operations professionals in the Automotive, Power Sports, and Equipment industries. Our integrated suite of comprehensive solutions provides a seamless and enriching experience for our customers, helping them become more effective in their work and create a greater impact within their organizations.

Our strong focus on outstanding customer service and employee empowerment is at the core of our growth and success. As a growing company, we offer excellent opportunities for learning, growth, and managing high-impact business solutions.

Position Overview:

The Engineer – Applications Support is a specialist role that requires a deep understanding of the supported applications, the ability to analyze issues, identify resolutions, and communicate effectively. The primary focus of this role is to assist users by resolving queries and issues raised through the organization's ticketing platform and other supported channels.

For issues requiring deeper technical knowledge or code-level access, this role will initially escalate tickets to higher levels of support. Over time, the role is expected to develop the technical skills required to provide support across all levels. Once issues are resolved, the role will also participate in validating resolutions in pre-production and production environments.

Responsibilities of the Candidate:

• Receive issues and requests through the organization's ticketing system.
• Log tickets when issues are reported through alternate supported channels.
• Acknowledge and respond to incidents in a timely manner.
• Classify support tickets and prioritize them for resolution.
• Provide functional clarification and respond to end-user queries.
• Analyze issues and ensure timely closure of tickets within defined turnaround times.
• Investigate issues and provide resolutions or workarounds using database queries.
• Forward identified bug reports to the next level of support and provide functional workarounds to users.
• Escalate tickets or cases to the next level of support whenever necessary.
• Assist higher levels of support by coordinating with end users during issue resolution.
• Document resolutions to build and maintain a knowledge base over time.

Requirements:

• Ability to quickly learn the features and functionality of applications.
• Ability to query databases and use tools to guide users in resolving issues.
• 1–2 years of experience in a professional services organization, primarily working with IT systems.
• Experience in a customer-facing IT support role.
• Excellent written, presentation, and verbal communication skills.
• Experience with the .NET framework using C#, jQuery, Bootstrap, and SQL Server, or experience in web application testing.
• Exposure to a public cloud environment, preferably Microsoft Azure.
• Bachelor's degree in Engineering, Computer Science, or a related field.
• Knowledge of automotive sales and business processes is desirable.
• Strong customer service orientation.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to maintain detailed documentation.
• Experience working in a team-oriented and collaborative environment.
• Proficiency in Microsoft Word, Excel, and PowerPoint.
• Ability to work in assigned shifts with structured handovers at the start and end of each shift.