Application Support Engineer

• Serve as the primary point of contact for client-reported application issues raised through ticketing systems, email, or communication channels (e.g., Teams)
• Analyze, troubleshoot, and resolve application-related issues, including access, performance, and configuration problems
• 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)
• 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
• 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
• Conduct remote and onsite sessions for end users to help them understand system functionalities and best practices
• Proactively identify recurring issues and implement preventive measures to enhance system stability
• Perform post-implementation testing to verify the resolution of reported defects and validate system changes

• Bachelor’s degree in computer science, IT, or a related field
• 2+ years of experience in application support, technical troubleshooting, or a similar role
• 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
• 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)
• Exposure to real estate management systems and global client interactions is an asset

Experience in cloud integration and debugging applications built on .NET frameworks is a plus