Higher Logic - Application Engineer II
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Requirements
• Basic knowledge of database structure, SQL, HTML, CSS, JavaScript, PHP, Object Oriented programming. • Passion for problem solving and desire to learn. • Time Management: Attends to a broader range of activities; uses time effectively and efficiently; concentrates on the more important priorities. • Self-Starter: Works with moderate/limited supervision, engaging team members for assistance as needed. • Adaptability: Flexible and quickly adjusts to changing priorities, responsibilities, assignments, expectations, and processes. • Communication: Listens effectively; conveys information accurately and comprehensively; actively seeks feedback. • Customer Focus: Understands and meets the needs of customers, addressing the interests and concerns of all organization stakeholders. • Approachability: Builds strong work relationships and easily adjusts to how individuals and cross-functional teams work. • Priority Setting: Quickly senses what will help or hinder accomplishing a goal; eliminates roadblocks and creates focus. • Hands-on experience with generative AI tools and effective prompting techniques to support research, content development, and task automation, tool creation. • 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.
Responsibilities
• 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
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