Application Engineer II

Higher Logic leads the industry in cloud-based engagement platforms, offering a data-driven approach to expand engagement capabilities. Our solutions include online communities and marketing automation, enabling organizations to track and manage interactions across the entire digital customer experience, from initial web visits to renewals and ongoing engagement. Worldwide, organizations leverage Higher Logic to unite people, providing a community home for interaction, idea sharing, question answering, and staying connected. Our software tools, features, services, partnerships, and best practices are all designed to ensure your organization's success.

The Application Engineering Developer delivers critical technical support to Customer Services and Support teams, focusing on troubleshooting software services, providing solutions, and identifying application bugs. This role also supports Operations, Development, and Platform/DevOps teams in managing and troubleshooting software services across both physical and cloud-based environments. As a primary responder to system issues, Application Engineering Developers are responsible for initial problem resolution and escalating complex issues to the relevant teams.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Address customer-reported issues escalated by Customer Services teams, including troubleshooting, basic code analysis, triaging, and writing SQL database queries to isolate and resolve problems, escalating as needed.
• Manage assigned tasks from inception to resolution, ensuring issues are closed effectively.
• Cultivate deep product knowledge and strive for subject matter expertise.
• Master essential IT tools and issue management systems, adhering to Service Level Agreements (SLAs), bug escalation protocols, and team procedures.
• Collaborate with senior team members to investigate complex issues, identify root causes, and drive resolutions.
• Foster strong cross-functional relationships, engaging proactively through internal communication channels and providing timely feedback.
• Support monitoring of system resources and application issues, escalating to relevant teams when necessary.
• Maintain and update documentation as required.
• Be available for infrequent on-call shifts, which may include nights, weekends, and holidays.
• Operate in full compliance with Higher Logic policies and procedures.
• All other duties as

KNOWLEDGE AND ABILITIES REQUIRED

• Foundational understanding of database structure, SQL, HTML, CSS, JavaScript, PHP, and Object-Oriented Programming (OOP).
• Strong passion for problem-solving and continuous learning.
• Time Management: Ability to manage diverse activities, utilize time efficiently, and prioritize effectively.
• Self-Starter: Capable of working with moderate supervision, proactively seeking team assistance when necessary.
• Adaptability: Demonstrates flexibility and quick adjustment to evolving priorities, responsibilities, assignments, and processes.
• Communication Skills: Excellent listening, accurate information conveyance, and active feedback-seeking abilities.
• Customer Focus: Committed to understanding and fulfilling customer needs, considering all stakeholder interests.
• Approachability: Skilled in building robust work relationships and collaborating effectively with individuals and cross-functional teams.
• Priority Setting: Adept at identifying critical path items, removing obstacles, and maintaining focus on goals.
• Practical experience with generative AI tools and effective prompting techniques for research, content development, task automation, and tool creation.

EXPERIENCE DESIRED

• Minimum of 2 years of relevant experience, with a typical range of 0-5 years for the role.
• Bachelor's degree (BA/BS) or equivalent practical experience.
• Experience supporting SaaS applications, ideally in a technical support capacity.
• Proficiency in troubleshooting using browser developer tools.
• Familiarity with SQL, HTML, JavaScript, or PHP is advantageous.
• Demonstrated strong customer service and problem-solving skills.
• Knowledge of IT tools, including issue management systems.