Level 3 Application Support Analyst On behalf of our client in the Consulting Sector, PROCOM is looking for a Level 3 Application Support Analyst. Level 3 Application Support Analyst - Job Description
You will be instrumental in replicating customer problems, diagnosing possible issues, recommending remediation techniques, and managing level 2 to 3 customer interactions
This position will work closely with the global support teams, team lead, and core engineering teams to assure effective cross communication between the team for customer issue and will attend team calls to free up the team lead to focus more on the daily management of the support staff
Answer customers' questions and troubleshoot and resolve customer issues with complex technical products over the telephone or via electronic communications in the areas of system configurations/setup, product functionality and bugs/enhancements/upgrades
Advise customers, work to diagnose customer issues with Encryption products, and interpret logs and error messages as well as interrogate and understand the customer environment where the products are being used
Recommend solutions and workarounds to known problems and provide advice to customers on how to apply the solution or workaround
Provide guidance and support on how to use proprietary products with 3rd party solutions and supported integrations
Reproduce previously unknown issues (if need be) and interface with the Client Services Product Champion providing the customer setup and steps to reproduce the issues
Identify and document issues consistently and clearly using group tools
Support implementation of hotfixes and patches to minimize risk of unexpected issues and ensure that the fix resolves the customer problem
Occasionally provide after-hours and weekend support of products on an on-call
The on-call function is shared across the entire team and proactively scheduled to allow conflicts to be resolved ahead of time and to ensure there ii no unnecessary burden on any particular engineer
Level 3 Application Support Analyst - Mandatory Skills
Bachelor's degree in engineering, Computer Science, or another relevant field of study; and / or equivalent experience
5 to 7 years of industry experience working in a customer support role, providing technical application support, troubleshooting and diagnostics in network and data security products
Windows and Linux experience
Familiar with cryptographic concepts, public key exchange, digital signature, data communication and PKI
Basic Knowledge of programming languages (.NET, C/C++ and/or Java)
Database skills (Oracle, Open SQL, and MS SQL Server)
Exposure to Cloud Platforms: Salesforce, AWS, etc.
Networking knowledge
Level 3 Application Support Analyst - Assignment Start Date ASAP - 12 months to start Level 3 Application Support Analyst - Assignment Location Toronto, ON - Work Hybrid