Application Support Engineer

Cai - Boston, MA

Full-time

Boston, MA

Chemical Manufacturing

About the position

The Application Support Engineer is responsible for the day-to-day support, maintenance, and enhancements of client applications. This role involves engaging with application vendors, responding to incidents, and performing regular maintenance and upgrades, often after hours. The position is full-time and remote, focusing on ensuring that client applications operate smoothly and meet business needs.

Responsibilities

• Maintain and upgrade client applications
• Monitor daily processes and performance of applications
• Respond to and resolve incidents with applications and systems
• Assist with the implementation of software enhancements and system upgrades
• Provide technical support for software-related issues to business users
• Collaborate with Infrastructure teams on database and networking updates affecting applications
• Work with the CISO team to ensure security standards are maintained and addressed
• Collaborate closely with client IT employees and team members to ensure systems are properly maintained and business priorities are met
• Work with vendors to troubleshoot and address issues with applications
• Use ITIL tools and processes to conform with client standards for change and incident management
• Document existing architecture, support procedures, and project artifacts
• Mentor and support other team members on compliance processes, technical procedures, and systems
• Willingness to learn other applications and processes
• Apply automation where possible
• Engage with application vendors to resolve issues and address user questions/concerns
• Communicate effectively with client team members to ensure they are updated on progress and resolve their issues
• Create and maintain SOPs for PMS known issues
• Coordinate with the infrastructure team to ensure backups are performed and validated regularly

Requirements

• Bachelor's degree or higher in Computer Science or a related field
• 3-6 years of experience supporting IT applications, preferably in the veterinary care industry
• Experience working with applications and supporting production issues and project work
• Experience with desktop tools and applications
• Proven ability to work with vendors regarding support issues, enhancements, and upgrades

Nice-to-haves

• Knowledge of veterinary care patient management systems such as Avimark, Cornerstone, Impromed, Evetpractice, and EZVet
• Familiarity with Microsoft products
• Understanding of cloud systems and Software as a Service
• Experience with SQL and database management
• Previous healthcare or veterinary care experience
• Familiarity with ITIL concepts and tools
• Experience with API support - MuleSoft, Web Services, Web API
• Familiarity with Waterfall and Agile SDLC methodologies and tools
• Outstanding organizational skills
• Good analytical skills
• Strong written and verbal communication skills
• Well-organized with the ability to manage multiple priorities
• Solid interpersonal skills and the ability to work in teams
• Ability to drive work to completion and escalate when necessary