Application Support Engineer
TouchCommerce, Inc. - Agoura Hills, CA

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Application Engineer Location : Agoura Hills, CA

Reports to : Vice President IT
Position Summary

TouchCommerce delivers world-class web-based revenue generation solutions. TouchCommerce works with eCommerce leaders to increase online revenue by using a suite of customer engagement conversion optimization strategies, integrated live sales agents, analytics and customer targeting strategies. TouchCommerce is seeking an Applications Engineer who will be as passionate about our product as we are. As an Applications Engineer at TouchCommerce, you will be using the skills of a performance engineer, software engineer, and systems engineer to support web-based applications used by many fortune 500 companies. The Applications Engineer is a crucial role that relies on quick thinking, prioritization, creative solutions, good and timely communication, as well as a very broad understanding of the entire technology stack: from core java and client-side programming, to networking, web application deployment, debugging techniques and performance analysis. Qualified individuals will thrive on solving challenges that are impacting production applications and working with team members across the organization to achieve their objectives. If you enjoy pushing the envelope of Internet technology to deliver next generation eCommerce solutions and you meet these qualifications, we want to talk to you.

Essential Duties and Responsibilities
  • Act as an Application Support POC for over 30 enterprise E-commerce solutions
  • Investigate product, implementation & client infrastructure integration issues
  • Identify and develop tools, techniques and procedures for improving the performance, availability and reliability of implementations
  • Work with engineering, implementation and analytics teams to design and refine processes, procedures, and delivery mechanisms
  • Act as a resolution engineer, taking ownership of client issues
  • Resolve issues wherever possible and when not, identify and document problems clearly for escalation to Engineering
  • Log, investigate and track technical issues from Clients
  • Understand, capture, log and track functional requests from Clients
  • Support deployment / upgrade issues
  • Write Technical Articles and Documentation
  • Become proficient in understanding how the platform, software components, and configuration is linked together to form an end-to-end solution
  • Act as a lead point-of-contact for all client reported application performance issues
  • Responsible for Production Services SLA Management
  • Participate in internal bug and enhancement review meetings and act as a member of Change Control Board to oversee and keep track of production changes
  • Serve in an oncall rotation as an escalation contact for service trouble incidents
  • Bachelor's degree in Computer Science, related field or comparable experience
  • Proven ability to quickly learn and implement new technologies
  • Good understanding of web technologies, browsers, browser debugging tools like HTTPWatch, Firebug…etc.
  • Experience with writing JavaScript, XML and MXML technologies
  • Detail oriented with excellent written and client facing verbal communication skills
  • Excellent organization skills and project tracking capabilities
  • Must thrive in a fast-paced, small team work environment
  • Technical Support or Network Operations support experience in a SaaS environment is desirable