Associate Software Support Engineer Chicago IL

Job Duties & Responsibilities:

• Provide advanced application support to end users and ensure timely resolution of technical requests.
• Prioritize and handle tickets from open to close, including researching, escalating, and documenting solutions.
• Work on bug fixes with minimal assistance and suggest improvements for processes and procedures.
• Identify automation opportunities and contribute to meeting SLAs and KPIs.
• Create and maintain Knowledge Base articles and assist with application support projects, including deployments and upgrades.
• Perform routine maintenance of proprietary Echo applications.
• Collaborate with both technical and business teams to address issues.
• Participate in on-call rotation for 24x7 support.
• Maintain effective communication and professional demeanor with customers and team members.

Required Skills:

• 3+ years of prior application support experience (customer service/call center).
• Strong problem-solving, time management, and multitasking skills.
• Exceptional customer service and communication skills.
• Ability to work independently, self-motivated, and team-oriented.
• Experience with DBMS (SQL Server Management Studio), modifying and executing basic queries.
• Basic understanding of HTTP requests and APIs (experience with Postman is a plus).
• Experience with VB.Net, C#, and application monitoring tools (Splunk/Dynatrace preferred).
• Familiar with ITIL framework and Agile methodology.
• Ability to follow detailed Standard Operating Procedures (SOPs).