Description
About Us
Shorelight is reinventing the international education experience for students worldwide. Based in Boston, the company works directly with top-ranked, nonprofit American universities to build innovative programs and high-touch, technology-driven services that help talented students thrive and become global citizens.
Job Overview
As the Application Support Engineer you will provide Tier 2/3 support and system administration with specific focus on customer-facing Shorelight applications. Serve as the escalation point for both customer and operational incidents, outages and errors. Function as the IT system owner for all platforms and work closely with departmental stakeholders. Develop a high level of expertise including data sources, external inputs and integrations; work with development and QA to effectively troubleshoot and recommend fixes and improvements. In addition, candidate will be responsible for developing and creating formal documentation; including capacity and growth management, configuration management, and regular reporting on system performance and health.
Key Responsibilities
- Provide real-time support and system administration for learning management, mobile student information applications and instructional technology platforms deployed globally.
- Assist development team in identifying and resolving issues
- Understanding of assigned applications – functional and technical to support, bug fixes, upgrades & content creation and other project support functions
- Perform incident troubleshooting, analysis and diagnosis based on symptoms, existing knowledge base, review of code, technical process flow, inputs, etc. of assigned applications.
- Assist developers in the identification and resolution of application or process related defects or issues ensure incidents and development requests are appropriately logged.
- Assist with Root Cause Analysis (RCA) efforts (prioritize problems, identify and validate RCA) and if needed document and identify work-arounds.
- Assist in the development and facilitate continuous monitoring of core systems, processes and integrations.
- Proactively research and escalate any abnormalities in order to mitigate system issues and/or downtime.
Minimum Qualifications
- BA/BS Degree in Computer Science and/or related work experience
- 5+ years of experience, preferably Tier 2 System Support or have a Development background
- Excellent Communication Skills
- Strong analytical and logical thinking skills
- Experience with web, desktop and mobile applications
- Experience running on-call support
- Ability to work under stress, sometimes during nonstandard work hours
- Excellent verbal communication, written communication, and presentation skills
- Deep familiarity with Windows 10 and Mac OSX operating systems as well as a in a varied global environment
- Strong technical, multitasking, and interpersonal skills
- Eligibility to work in, and travel freely to and from, the United States without sponsorship
To apply for this position, please visit the Shorelight Careers page to submit an application with a resume and cover letter.
Shorelight Education is an Equal Opportunity Employer.
