Application Support Engineer

Roles and responsibilities

• Provide (remote) technical support, installations and services to employees who work across the globe.
• Document all technical issues and troubleshooting processes.
• Escalate complex cases professionally, ensuring proactive follow-up until resolution.
• Collaborate with clients to understand their needs, analyze issues, and research and implement the best solutions.
• Stay updated on product updates, system changes, and technical support procedures to provide accurate information to clients.
• Cooperate with our software suppliers to receive their help when needed to fix issues or execute updates to the software.
• License management: update licenses in our FlexLM central license servers.
  

Your qualities

You can make your mark as Technical Application Support Engineer - Autodesk if you have:

• Minimum of 3 years of experience in technical customer service or technical support on servers and software products.
• Experience with design and engineering software solutions, as well as deploying software updates across a network using PowerShell.
• Strong listening skills with the ability to accurately understand and address client inquiries.
• Ability to work independently and collaboratively within a team and across departments.
• Excellent written and verbal communication skills in English, capable of conveying technical concepts to non-technical audiences.
• Proven knowledge of Entra ID.
• Experience with ITIL and ITSM tooling (like TOPdesk or ServiceNow) and working with software licenses and license servers.

Desired candidate profile

1. Core Responsibilities

• Incident Management:

  • Respond to and resolve application-related incidents within agreed SLAs (Service Level Agreements).
  • Perform root cause analysis for recurring issues to prevent future incidents.
  • Escalate complex issues to the development team or vendor support when necessary.

• Application Maintenance:

  • Monitor application performance, logs, and system health using tools like Splunk, Dynatrace, or New Relic.
  • Perform routine maintenance tasks such as database backups, log file management, and application patching.
  • Ensure high availability and reliability of critical applications.

• User Support:

  • Assist end-users with application-related queries and provide training or documentation when needed.
  • Gather and document user feedback to suggest improvements or enhancements to applications.

• Deployment and Upgrades:

  • Coordinate and participate in application deployment and version upgrades.
  • Test applications and configurations in staging or QA environments before production rollouts.
  • Document and implement rollback procedures to ensure minimal downtime during updates.

• Integration and Configuration:

  • Manage and support integrations between applications and third-party systems via APIs, middleware, or direct interfaces.
  • Configure applications to align with business needs, such as setting up workflows, permissions, or reports.