[Remote] Application Support Engineer (Remote) - US

Note: The job is a remote job and is open to candidates in USA. AlphaSights is seeking a proactive, technically curious Application Support Engineer to ensure their technology runs smoothly for users. The role involves troubleshooting, ticket management, and collaboration with Engineering and Product teams to improve platform quality and user experience.ResponsibilitiesProvide active user support to internal employees raising issues related to our internal and external facing technology platformsInvestigate root causes of issues raised by users to immediately troubleshoot the issue yourself or liaise with your Engineering & Product counterparts to fix difficult bugsDevelop & maintain information about features related to your product area of focus to support the wider Application Support team’s ability to solve user issuesUpskill the wider Application Support team about feature launches and known issues related to your product area of focus to improve their ability to resolve issuesTrack & synthesize tickets that have arisen related to your product area of focus and report back to the Engineering & Product team on a regular basis to inform feature improvements and user education focusesSkills1+ years of relevant experience in similar roles (Customer Support Engineer; User Support, emphasis on software support)Troubleshooter – You love investigating issues and don't stop until you've uncovered the root cause of a tricky problemTechnically comfortable – You feel at ease with technical concepts / terminology related to software engineering and aren't afraid to dive into logs, workflows, or system behavior to understand an issueEmotionally intelligent – You empathize with users when issues are urgent or frustrating, providing them a comforting experience alongside an effective resolutionExecutor – You effectively manage your time across multiple issues in a fast paced environment and prioritize your work based on issue characteristics and business impactStrong written communicator – Your writing clearly communicates information so that it's easy to understand and derisks misalignmentProficiency in Excel, PowerPoint and WordProficiency in SQL is a plus, but not required – it will be used in your day-to-day workCompany OverviewAlphaSights provides investment and business leaders with access to industry knowledge that drives informed decisions and superior outcomes. It was founded in 2008, and is headquartered in London, England, GBR, with a workforce of 1001-5000 employees. Its website is http://www.alphasights.com.



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