Higher Logic

Application Engineer II

Higher Logic

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

JavaScriptPHPSQL

About the role

  • Focus on customer reported issues escalated by Customer Services teams; troubleshooting, performing basic code analysis, triaging, and/or writing SQL database queries to isolate issues and provide resolution; escalating to appropriate team as necessary.
  • Take ownership of assigned tasks, following through on assignments until issues are resolved and closed.
  • Develop proficiency in product knowledge, working towards subject matter expertise.
  • Learn necessary IT tools and issue management tools to work through issues, along with processes defined for Service Level Agreements, bug escalation, and team procedures.
  • Work with senior team members in investigating complex issues, determining root cause, and working issues toward resolution.
  • Build, develop and grow cross-functional relationships; actively and collaboratively engage via internal communication channels, providing timely feedback on questions.
  • Assist in monitoring system resources and application issues, escalating to appropriate team as necessary.
  • Update documentation as necessary.
  • May, infrequently, be requested to work an on-call shift, including nights, weekends, and holidays, as necessary.
  • Conduct all business in accordance with Higher Logic policies and procedures.
  • All other duties as assigned.

Requirements

  • Typically requires a minimum of 2 years of related experience.
  • Typical range for the role overall is 0-5 years.
  • BA/BS degree or equivalent experience.
  • Experience with SaaS applications, preferably in a support type setting.
  • Familiarity with troubleshooting using browser dev tools.
  • Familiarity with SQL, HTML, JavaScript, or PHP a plus.
  • Strong customer service and problem-solving skills.
  • Familiarity with IT tools, including issue management systems.
Benefits
  • Health insurance
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SQLHTMLJavaScriptPHPtroubleshootingcode analysisbug escalationissue management
Soft Skills
customer serviceproblem-solvingcommunicationcollaborationownership
Certifications
BA/BS degree