Product Support Engineer

at  REVSPRING INC

Job Title: Product Support Engineer
Job Summary:
The Product Support Engineer is responsible for monitoring the organization’s computing networks, infrastructure, and applications for proper 24x7 operations. Operates as part of the ICL Product Support team to ensure RevSpring’s ICL infrastructure and application functions at maximum capacity for daily operations.

Essential Functions:

• Use monitoring tools and outsourced resources to monitor RevSpring’s infrastructure and internally developed applications
• Handle Incident and Problem Management for assigned applications, products and services
• Collaborate in the creation of standards, polices, and process for all aspects of the application and server monitoring systems
• Respond to application events to ensure timely and correct client file processing
• Perform application support and tasks for defined service requests (end-user ticketing)
• Participate in the implementation of changes that impact internally developed applications
• Analyze current monitoring systems effectiveness and assist with plans to improve or expand visibility into the system or application performance
• Create and maintain team knowledge documentation, processes, and procedures for monitoring
• Work to create custom dashboards, alerts, metrics, and reports
• Collaborate with Infrastructure, Application Development, and Customer Service teams to ensure all parties are communicating on specific issues and understand daily issues or larger concerns
• Perform special project related tasks as assigned
• Comply with policies and procedures as required

Minimum Requirements:

Specific Job Skills:

• Application, helpdesk, call center or similar customer support experience
• Demonstratable intermediate Windows OS administrator experience
• SQL scripting experience required
• Scripting or other coding experience – such as PowerShell, batch files, HTML, and SSRS, java, python,.net, etc
• Experience with VMWARE, vSphere, Microsoft Server Products.
• Understanding of networking concepts and tools
• Flexibility to work different shifts (shifts currently 5am – 2pm, 8am – 5pm, 10am to 7pm)- this job requires the team to support the system from 5am until 8pm each business day.
• Weekend work required, once a month and not full time, but 4-8 total hours (approximately) on an assigned weekend
• Problem Solving skills are critical, good judgment necessary to work with and protect live customer data
• Attention to detail, sense of urgency, and good judgment
• Ability to work independently and in a team environment
• Excellent interpersonal skills
• Excellent verbal and written communication skills
• Ability to organize and multi-task job responsibilities effectively
• Proven commitment to providing excellent customer service within all dimensions of the job duties on a consistent basis
• Ability to learn quickly and retain knowledge to apply to new situations
• Curiosity and creative thinking
• Up to 10% travel may be required
• This is remote work (WFH) but with requirements to come to the office once a week, most weeks.

Education: Bachelor’s Degree in Information Technology or equivalent work experience
Experience:
2+ Years Application support, helpdesk, call center or similar customer support experience,
2+ Years hands-on direct responsibility for monitoring and correcting issues in existing infrastructure or applications
Experience with database and operating system scripting - SQL query knowledge is needed to perform daily tasks
Exposure to healthcare and payment security concepts a plus
HIPPA law familiarity a plus
Familiarity with common IT processes and tools such as incident, service request, problem and change management.
Supervision: N/A
Certifications: N/A
Language Skills:
Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations. Ability to write reports, business correspondence and procedure manuals. Ability to effectively present information and respond to questions from a variety of both internal and external sources.
Physical Capabilities: Standard categories
The physical capabilities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
RevSpring is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Note: This Job Description may not describe all of the job responsibilities and standards assigned to this position. The duties may change from time to time. RevSpring does not discriminate against any group in hiring or employment practices. Nothing in this job descri

• Use monitoring tools and outsourced resources to monitor RevSpring’s infrastructure and internally developed applications
• Handle Incident and Problem Management for assigned applications, products and services
• Collaborate in the creation of standards, polices, and process for all aspects of the application and server monitoring systems
• Respond to application events to ensure timely and correct client file processing
• Perform application support and tasks for defined service requests (end-user ticketing)
• Participate in the implementation of changes that impact internally developed applications
• Analyze current monitoring systems effectiveness and assist with plans to improve or expand visibility into the system or application performance
• Create and maintain team knowledge documentation, processes, and procedures for monitoring
• Work to create custom dashboards, alerts, metrics, and reports
• Collaborate with Infrastructure, Application Development, and Customer Service teams to ensure all parties are communicating on specific issues and understand daily issues or larger concerns
• Perform special project related tasks as assigned
• Comply with policies and procedures as require