Associate SaaS Application Support Engineer REMOTE

Independent Security Evaluators is an independent security consulting and software firm dedicated to securing high value assets for global enterprises. They are seeking an Associate SaaS Application Support Engineer to provide technical assistance and quality assurance for clients leveraging their platform, focusing on support and testing activities.

Responsibilities:

• Monitor support channels for client service requests during normal business hours
• Contribute manual and automated testing during the QA cycle
• Synthesize client asks into reports/queries
• Investigate technical issues that our clients encounter and respond accordingly
• Escalate issues to the development and devops teams as needed, providing detailed steps to reproduce, pertinent system logs, and steps to reproduce
• Contribute to helpdesk documentation as new issues arise or new solutions are discovered
• Manage and monitor the backlog of service tickets
• Attend standing meetings with clients to discuss issues and maintain clients relations
• Test new releases and provide input to potential support issues

Requirements:

• 1-3 years of relevant experience in a customer focused position involving technical knowledge of a company's products and services OR a bachelor's degree or certification in a relevant technical field
• Professional written and interpersonal skills are essential when communicating with customers and clients
• Ability to prioritize and manage several milestones and tasks efficiently
• General fluency in various technical domains
• Experience with SQL and some knowledge of common programming languages
• Familiarity with cloud watch logs and browser development tools
• RDBMS database experience
• Experience with manual regression testing
• AWS Certification or other certification in relevant computer technology
• Knowledge of common network protocols like HTTP, TCP, DNS, etc
• Familiarity with Selenium/Selenide automated testing
• Jira Service Management/Confluence or similar support platforms experience
• Experience working with the Software Development Lifecycle
• Located in Baltimore, Maryland or southern California to better serve our clients