About the role

Application Support Engineer in a hybrid role responsible for support of business-critical applications. Collaborating with clients and internal teams to resolve application issues and enhance system stability.

Responsibilities

Incident Management: Serve as the primary point of contact for client-reported application issues raised through ticketing systems, email, or communication channels (e.g., Teams).
Troubleshooting & Root Cause Analysis: Analyze, troubleshoot, and resolve application-related issues, including access, performance, and configuration problems.
Technical Expertise: Query and analyze SQL databases to retrieve data and resolve discrepancies.
Test and debug API integrations for real-time data exchange between software systems (e.g., MRI, IVIVA).
Investigate browser-specific issues and recommend solutions (e.g., clearing cache).
Documentation: Maintain a well-documented knowledge base with step-by-step guides for common issues.
Log all incidents in a ticketing system, including troubleshooting steps and resolutions, to ensure traceability and consistency.
Collaboration: Work closely with software vendors to escalate unresolved issues, ensuring timely responses within agreed SLAs.
Partner with internal teams for cross-functional tasks such as testing, training, and process improvement.

Strong knowledge of SQL for data queries and troubleshooting.
Hands-on experience with REST/SOAP APIs, including testing via tools like Postman.
Familiarity with enterprise applications such as Yardi, MRI Software, Procore, and IVIVA, RapidGlobal.
Experience in cloud integration and debugging applications built on .NET frameworks is a plus.
Knowledge of real estate enterprise software platforms & help desk support processes is considered an asset.
Familiarity with applications such as Yardi, MRI Software, and Procore will be advantageous.
Excellent analytical skills to quickly understand and resolve complex issues.
Strong communication skills to engage with technical and non-technical stakeholders effectively.
Ability to manage stress and handle aggressive timelines or challenging clients.
Understanding real estate, property management systems, and accounting processes is preferred.
Familiarity with ticketing systems, remote desktop applications, and collaboration platforms (e.g., Teams).

Client Training: Conduct remote and onsite sessions for end users to help them understand system functionalities and best practices.
Continuous Improvement: Proactively identify recurring issues and implement preventive measures to enhance system stability.
Production Validation & Testing: Perform post-implementation testing to verify the resolution of reported defects and validate system changes.