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.

Application Engineer II

Key skills