[Remote] Associate SaaS Application Support Engineer REMOTE

Note: The job is a remote job and is open to candidates in USA. Independent Security Evaluators is an independent security consulting and software firm dedicated to securing high value assets for global enterprises. They are seeking an Associate SaaS Application Support Engineer to provide technical assistance and quality assurance for clients leveraging their platform, including monitoring support channels, contributing to QA testing, and managing service tickets.ResponsibilitiesMonitor support channels for client service requests during normal business hoursContribute manual and automated testing during the QA cycleSynthesize client asks into reports/queriesInvestigate technical issues that our clients encounter and respond accordinglyEscalate issues to the development and devops teams as needed, providing detailed steps to reproduce, pertinent system logs, and steps to reproduceContribute to helpdesk documentation as new issues arise or new solutions are discoveredManage and monitor the backlog of service ticketsAttend standing meetings with clients to discuss issues and maintain clients relationsTest new releases and provide input to potential support issuesSkills1-3 years of relevant experience in a customer focused position involving technical knowledge of a company's products and services OR a bachelor's degree or certification in a relevant technical fieldProfessional written and interpersonal skills are essential when communicating with customers and clientsAbility to prioritize and manage several milestones and tasks efficientlyGeneral fluency in various technical domainsExperience with SQL and some knowledge of common programming languagesFamiliarity with cloud watch logs and browser development toolsRDBMS database experienceExperience with manual regression testingAWS Certification or other certification in relevant computer technologyKnowledge of common network protocols like HTTP, TCP, DNS, etcFamiliarity with Selenium/Selenide automated testingJira Service Management/Confluence or similar support platforms experienceExperience working with the Software Development LifecycleLocated in Baltimore, Maryland or southern California to better serve our clientsBenefits$0 health premium plan option, including spouse and familyUnlimited vacationPaid trainingWorkshopsUniversity coursesCertification coursesCompany OverviewIndependent Security Evaluators is a security firm dedicated to aggressive defense strategies through advanced science. It was founded in 2005, and is headquartered in Baltimore, Maryland, USA, with a workforce of 11-50 employees. Its website is http://securityevaluators.com.



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