Application Support Engineer

Alogent is the market leader in providing solutions for deposit automation to some of the largest banks in the world. With over 20 years’ experience in providing the technology, support, and expertise to overcome business challenges in premier financial institutions everywhere such as reliability, efficiency, and quality. Our partnership-based approach to working through business issues has been recognized by our clients and partners through maintaining long-term relationships as their business needs evolve. Alogent continues to forge ahead through the creation of specialized technologies and services that utilize imaging and automation to achieve proven results. Our goal is to be the premier financial technology partner to institutions everywhere.

The company is headquartered in Peachtree Corners, GA, with regional teams across the United States.

Job Overview :

The Application Support Engineer works with customers assisting them in resolving technical and operational issues regarding Alogent products. Excellent communication, analytical, troubleshooting, and organizational skills are crucial, in addition to a desire to understand how our solutions drive value and improve the lives of our clients.

This position is hybrid working 3 days/week from our headquarters in Peachtree Corners, GA.

*Important Note: Applicants for employment in the United States must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Alogent.

Responsibilities :

Develops, manages & maintains client relationships

Provides customer service to clients using a case tracking system for notes & management

Provides expertise and coordinates unique and complex troubleshooting efforts between clients, engineering, development and development support and operations staff

Reproduces reported software bugs/issues as required for case resolution

Interfaces with technical development resources and internal client services personnel to determine the nature of non-routine and complex problems and implements remedial procedures for customer. Interacts with external, as well as internal clients for the purpose of data gathering, assisting with solution design, and ensuring development of solutions that meet or exceed client expectations

Installs new and upgrades existing software releases for mission-critical software into test and production environments

Resolves deployment related issues for clients and internal resources for test and production environments

Identifies workarounds for issues where possible

Identifies and reproduces software defects and documents them for development resources

Understands and meets contractual commitments with regard to support for clients

Holds meetings as required with assigned clients

Creates/documents knowledgebase and/or training articles

Available to support customer requests outside of business hours on an on-call rotational schedule and as needed for pre-scheduled after-hours activities

Performs other related duties as directed by Lead Application Support Engineer or manager

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Knowledge, Skills and Abilities :

3+ years’ experience in a technical application support role

Experience with Microsoft Windows Operating Systems

Experience with Microsoft SQL Server (preferred) or other relational database technologies

Experience with Web Applications hosted in IIS

Experience with a bash scripting/terminal emulation environment, e.g. Cygwin, Powershell

Excellent written and verbal communication, prioritization, and organization skills

Networking knowledge – TCP/IP, DHCP, DNS, addressing, subnets LAN/WAN/Router/Firewall a plus

Excellent understanding of the Client and Server architecture and troubleshooting methodologies and technologies

Excellent understanding of HTTP Requests with WCF, SOAP, XML

Excellent understanding of .Net Application structure and configuring .Net Application configurations

Strong debugging and troubleshooting skills

C#/.Net programming/debugging experience a plus

Platform performance monitoring/evaluation a plus

Familiarity with technical operations in a Credit Union or Bank environment a plus.

Practical experience supporting financial core products, e.g. Episys (Symitar), Correlation, DNA a plus

Technical degree or equivalent experience

Working Conditions :

Must be able to work with possible distractions in the work environment

May require sitting, standing, or being on phone calls for long periods of time

Must be able to work weekends, nights, and on-call shifts

Available to support customer requests outside of business hours on an on-call rotational schedule

Ability to travel when required

Benefits:

Competitive benefits including medical, dental, vision, life, disability, Employee Assistance Program, Flexible Spending Account, Group Accident, Critical Illness, Pet Insurance, Identity Protection Program and long-term care

Excellent 401(k) plan with company match

Paid time off (PTO) and Holidays

Paid voluntary time off (VTO) day

Wellness programs

Monthly educational sessions for employees

A knowledgeable, high-achieving, experienced, and fun team

A diverse work atmosphere

Employee Polygraph Protection Act

Equal Employment Opportunity

Family and Medical Leave Act

Notice To Third-Party Agencies:

Alogent does not accept unsolicited resumes from recruiters or agencies. Any staffing/employment agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of Alogent. Alogent will have the right to hire that applicant at its discretion and without any fee owed to the submitting staffing/employment agency, person, or entity.

Alogent is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran status, or any other characteristic protected by federal, state or local laws.