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Customer Support Engineer

Category:  Customer Success Services
Location: 

New York, NY, US Toronto, ON, CA

Do you want to have a meaningful global impact and be an integral part of a fast-growing business? Are you ready to Support customers and drive their success and innovation? Then Appway is looking for you! 

 

The Customer Success Services (CSS) department is responsible for the post-sales experience of Appway customers. We ensure successful adoption and value realization through the best possible use of the Appway solutions, platform, and business components. We offer continuity, innovation, education, and expert services.  We strive to make the customer journey a success by creating value and maximizing the adoption of Appway products.  

 

Appway Customer Support Engineers are the backbone of the CSS Team. Our customers trust their guidance in the resolution of their problems and the implementation of their solutions. Appway Customer Support Engineers are also the point of reference for their colleagues for support and any technical questions.  

 

As a Customer Support Engineer, you will be responsible for handling inquiries, bugs, and different kinds of support requests on Appway products from the case submission to its resolution.  

 
You will use debugging tools, log viewing tools, and Java code level analysis to find the root cause of problems that cannot be solved at the solution level. You will be responsible for the thorough investigation to provide the Engineering Team with requests that have all the necessary information and are easy to understand and reproduce. 

 

You must be capable of handling the communication with the Customer’s counterpart to obtain all the information required to solve the issue and to update the customer on the progress of the analysis/issue resolution. 

 

You will be the single point of reference for our customers. Your technical acumen and customer facing-skills will enable you to effectively represent Appway’s products and services and drive discussions with key stakeholders to ensure the proper resolution of each support request. 

 

You must have a solid engineering background, as well as the capacity to adapt swiftly to different business contexts. In addition, you should be able to rapidly pick-up customers’ vocabulary, and quickly understand their goals. In this role you will become an expert in Appway, helping customers and fellow Appway developers solve intricate and challenging technical matters. 


You will create collaterals and best practice guidelines based on your day-to-day experience with Appway. You will feed the Appway R&D department feature requests, bug reports, and ideas to help us improve the product, and steer the roadmap even closer to market needs. 

Are you the perfect fit as Customer Support Engineer at Appway? 

  • You have hands-on technical experience and Dev background 

  • You are a great and quick problem solver, able to analyze multiple options and pick the most suitable path and capable of getting to the bottom of an issue by leveraging a wide variety of investigation techniques.  

  • You have a positive, “can-do” attitude and are dedicated to continuous improvement. 

  • You are a fast learner, passionate about technology and software, and always looking forward to learning about new paradigms and techniques. 

  • You are a proactive person looking two steps ahead.  

  • You like to work as a part of a team and can juggle multiple assignments efficiently.  

  • You possess strong verbal and written communication skills and excel in customer relationships.   

  • You can present complex solutions within a customer-facing environment, using a communication style appropriate to the audience. 

  • You can handle Customer’s pressure in case of urgent issues. 

  • You are organized, able to handle multiple assignments efficiently, and not fazed by rapid context-switching. 

  • Reverse engineering is intriguing to you. 

 

Main responsibilities 

  • Be the first responder to incoming support requests 

  • Analyze support requests, collect information to build a reproducible case 

  • Answer complex inquiries 

  • Keep each support request updated until its resolution 

  • Participate in troubleshooting calls 

  • Organize the intervention of the different support levels 

  • Feed the Engineering Team with well documented support cases 

  • Communicate with Appway’s Management Teams 

  • Run reports analysis 

  • Execute Appway’s Continuity Services 

 

Minimum Required Skills 

  • Bachelor’s degree in software engineering, or equivalent 

  • 2+ years of experience in a hands-on, deeply technical, software development role 

  • 2+ years of experience as a Technical Support Engineer or similar role 

  • Experience as a Support Engineer in SaaS or PaaS systems 

  • Experience in at least one large enterprise software architecture project, where scalability, security, and data integrity topics were relevant concerns 

  • Experience in developing at least one three-tier Web Application, and a good understanding of technologies belonging to all three tiers 

  • Strong communication and presentation skills with experience in conveying ideas and winning the trust of stakeholders 

  • Demonstrable proficiency in core programming languages (Java is preferred) 

  • Good knowledge of database technologies 

  • A good understanding of Web based frontend technologies, including JavaScript and HTML 

  • Excellent academic record or professional certifications that demonstrate your ability in quick learning 

  • Excellent English skills, written and verbal 

  • Authorized to Work in the US (Appway is not an E-Verify employer)  

 

Desired Skills 

  • Knowledge of Appway products and best practices 

  • Knowledge of tools to run applications using containers (such as Docker) 

  • Demonstrable experience with various integration protocols, including different kinds of Web Service frameworks 

  • 1+ years of Experience with Systems administration in Linux/Unix (Ubuntu, CentOS, RedHat, Solaris, etc) 

  • 1+ years of Experience with Networking (TCP/IP, DNS) 

  • 1+ years of Experience with Troubleshooting / Support experience specifically on AWS Management 

  • Master’s degree in Software Engineering, or equivalent 

Important notice: Appway, Inc. is committed to ensuring equal employment opportunities for all employees, including qualified employment applicants. Appway strives to maintain an environment free of discrimination based on race, color, religion, gender, national origin, ancestry, age, disability, genetic information, military or veteran status, marital status, sexual orientation, gender identity, citizenship, or any other protected category or characteristics as defined by federal, state or local laws.