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Application Support Engineer

/> One of the leading providers of international e-commerce seeks an Application Support Engineer to join the rapidly expanding Production Support team at the New York City headquarters. The Application Support Engineer will be instrumental in maintaining the quality of service provided to clients by providing and overseeing front line technical support and monitoring activities to ensure online services continue to operate smoothly once launched. The company operates a technology and services environment that many of the most well-known consumer companies rely on to grow globally and interact with customers in over 100 countries and territories. This position offers the opportunity to be hands-on with a wide variety of technologies, ranging from systems infrastructure to application programming and shell scripting. Responsibilities: Ensure all customer integration specific issues are resolved or escalated to the proper resources to resolve in a timely fashion. Lead communications/expectations to customers at all levels to maintain positive relationships Architect information tools, training and experience to provide high level of client satisfaction(both external and internal) Participate in problem escalation and issue prevention projects and help other production support engineers to increase their efficiency with issue handling Effectively communicate with all levels of the organization on a technical and business level Debug and diagnose across a broad set of leading and diverse technologies (Scala, CouchDB, Pentaho, more!)  Build and automate tools to identify integration issues proactively Directly work with clients' technical teams to resolve issues Take leadership in owning issue resolution and driving them to completion using an automated ticketing system Convey root cause analysis, parse logs and escalate bugs and defects to the R&D team Support existing clients in the adoption of new features Coordinate internal development work with developers, project managers, client managers, and other internal customers as required Qualifications: 5+ years' hands-on engineering or application support experience in a SaaS or web company, supporting critical production environments Experience with developing scripts in a UNIX/Linux environment Strong SQL skills Strong analytical, assessment and problem-solving skills Self-starter, ability to work with minimal supervision, ability to multi-task 3+ years of working experience with the at least one of the following technologies: Java, Oracle, PHP, PERL ecommerce experience a plus      

Cuyahoga Falls, Ohio