Application Engineer II

Higher Logic is an industry leader in cloud-based engagement platforms, helping organizations manage digital customer experiences. The Application Engineer II role involves providing technical support, troubleshooting software services, and collaborating with various teams to resolve issues and enhance product knowledge.

Responsibilities:

• 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

Requirements:

• Basic knowledge of database structure, SQL, HTML, CSS, JavaScript, PHP, Object Oriented programming
• Passion for problem solving and desire to learn
• Time Management: Attends to a broader range of activities; uses time effectively and efficiently; concentrates on the more important priorities
• Self-Starter: Works with moderate/limited supervision, engaging team members for assistance as needed
• Adaptability: Flexible and quickly adjusts to changing priorities, responsibilities, assignments, expectations, and processes
• Communication: Listens effectively; conveys information accurately and comprehensively; actively seeks feedback
• Customer Focus: Understands and meets the needs of customers, addressing the interests and concerns of all organization stakeholders
• Approachability: Builds strong work relationships and easily adjusts to how individuals and cross-functional teams work
• Priority Setting: Quickly senses what will help or hinder accomplishing a goal; eliminates roadblocks and creates focus
• Hands-on experience with generative AI tools and effective prompting techniques to support research, content development, and task automation, tool creation
• Typically requires a minimum of 2 years of related experience
• Typical range for the role overall is 0-5 years
• BA/BS degree or equivalent experience
• Experience with SaaS applications, preferably in a support type setting
• Familiarity with troubleshooting using browser dev tools
• Familiarity with SQL, HTML, JavaScript, or PHP a plus
• Strong customer service and problem-solving skills
• Familiarity with IT tools, including issue management systems