Lead Application Support Engineer
Remote – Tamil Nadu preferred
Summary
RunLoyal, a rapidly growing vertical SaaS company based in Atlanta, GA, seeks a passionate and experienced Lead Application Support Engineer to join our dynamic team. As a Lead Application Support Engineer, you will play a vital role in providing exceptional technical support to our US customers, ensuring the smooth operation of our SaaS product.
Responsibilities:
- Develop and implement comprehensive support policies and procedures to streamline customer support operations.
- Provide first-line technical support to US customers via phone, email, and chat, resolving issues efficiently and effectively.
- Troubleshoot complex technical issues, escalating them to senior engineers when necessary.
- Collaborate with the development team to identify and resolve bugs, ensuring product stability and performance.
- Create and update the existing support documentation and knowledge base.
- Stay up-to-date with the latest industry trends and technologies
- Must have general analytical skills.
- Design, develop, and implement complex Java-based enterprise applications
- Gather and analyze user requirements to define system specifications
- Write clean, well-documented, and efficient code
- Collaborate with other developers, designers, and product managers to deliver solutions on time and within budget
- Identify, troubleshoot, and resolve technical problems
- Conduct code reviews and provide mentorship to junior developers
- Stay up-to-date with the latest Java technologies and best practices
- Drives decisions that influence the product design, application functionality, and technical operations and processes
- Ability to tackle design and functionality problems independently with little to no oversight
Qualifications:
- Bachelor’s degree in Computer Science, Information Technology, Master in Computer Application.
- Minimum of 4-5 years of experience as a Lead Application Support Engineer in a SaaS-based company. (Preferably US-based)
- Proven ability to troubleshoot and resolve complex technical issues.
- Excellent communication (Written and Verbal).
- Interpersonal skills, Strong analytical and problem-solving skills.
- Ability to work independently and as part of a team. Self-starter with a strong sense of ownership.
- Must be able to work in a 24/7 environment (Complete night shift – US Working Hours)
- Great proficiency in MySQL and AWS (Any Certifications in SQL & AWS would be a plus), and basic Linux Skills.
- Exposure to ticketing, monitoring, logging, and alerting tools. (Please mention the tools handled)
- Ability/Ready to work weekends and night shifts. Must have worked in a 24×7 setup.
Cultural Expectations :
- We prioritize the well-being of our pet care providers and the pets they care for. This means being responsive and available when they need us, including holidays, weekends, and occasional late hours.
- We have an unyielding commitment to serving our customers, working diligently until they are fully satisfied.
- We focus on attention to detail and quality in everything we do, ensuring excellence in our products and services.
- We are passionate about building something extraordinary and revolutionizing the pet care industry with our innovative solutions.
- A love for pets is at the heart of what we do.
Our Values :
- Kindness: We assume positive intent, celebrate co-workers’ success, avoid toxic behaviors, and call out bad acting when we see it.
- Trust: We are authentic, humble, and empathetic. Empathy is the cornerstone of building trust. And in a world that is certain to be full of change, trust is a requirement
- Fearlessness: We are bold, honest, direct, and candid. We dare to challenge assumptions and push boundaries. And we are not afraid when someone challenges us. If we make mistakes, which we will, they are unique and good opportunities to learn
- Discourse, Not Dissonance: We encourage constructive discourse and welcome challenges. We strive to create an environment where the best ideas rise to the top, and data drives decisions.
- Understanding, Not Consensus: As leaders, we stand firm in our informed convictions until overturned by data. We embrace healthy disagreement but commit to the outcome once a decision is made.
- Ownership: We empower each other to solve problems and take initiative to achieve our goals. We are purposeful and intentional in our thinking, knowing that we are individually accountable for our impact on the company’s results.
- Curiosity: We are passionate about learning and constantly seek opportunities to grow and develop. We adapt and mature with the ever-changing landscape of our industry.
Benefits :
- Competitive salary and benefits package.
- Opportunity to work with cutting-edge technology.
- Fast-paced and dynamic work environment.
- Chance to make a real impact on a growing company.
Additional Requirements :
- We are passionate about being part of building something great and revolutionizing the pet care industry with our unique and innovative product
- Love for pets
RunLoyal is an equal opportunity employer, and we value diversity at our company. We don’t discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
