Production Support Engineer

Role : Production Support Engineer

Location : Alpharetta GA

Mode of Hire : Fulltime

IT Support Specialist III Responsibilities

Provide advanced technical support for complex applications by identifying, troubleshooting, and resolving application issues reported by users. Develop and implement software solutions to address application errors and improve system functionality. Support end users by providing systems administration assistance, coordinating stakeholder discussions, updating documentation, and conducting user training. Monitor system performance, analyze technical issues, and recommend enhancements to improve application stability and user experience.

Key Objectives

• Provide Tier III support for complex applications and systems, ensuring timely resolution of technical issues and service requests.
• Analyze, troubleshoot, and resolve application errors reported by internal and external users.
• Develop and implement software solutions, fixes, and enhancements to address recurring application issues.
• Provision and manage user access while ensuring compliance with security policies and procedures.
• Address security-related issues including user ID management, password resets, and access control requests.
• Log, track, and manage support interactions through ticketing systems, ensuring accurate documentation and timely updates.
• Escalate unresolved issues to appropriate technical teams and monitor progress through resolution.
• Follow up with stakeholders and users regarding escalated incidents and service requests.
• Provide technical assistance to customers via phone, email, web chat, and other support channels.
• Perform emergency system setup, configuration, and user onboarding activities as required.
• Create, maintain, and update training documentation, user guides, and knowledge base articles.
• Conduct end-user training sessions and provide guidance on routine system operations and best practices.
• Monitor applications and systems for errors, defects, performance issues, and enhancement opportunities.
• Analyze system logs, performance metrics, and user feedback to identify trends and recommend improvements.
• Collaborate with developers, infrastructure teams, and business stakeholders to resolve complex technical problems.
• Participate in troubleshooting efforts for production issues and support ongoing application maintenance activities.
• Ensure adherence to support processes, service level agreements (SLAs), and organizational standards.
• Contribute to continuous improvement initiatives by identifying opportunities to enhance support processes and system reliability.
• Communicate effectively with technical and non-technical audiences regarding issue status, resolutions, and recommendations.
• Support operational excellence through proactive monitoring, documentation updates, and knowledge-sharing activities.

Required Qualifications

• Bachelor's degree in Computer Programming, Information Technology, Computer Science, or equivalent training and experience.
• 5-7 years of experience providing application support, technical support, or systems administration services.
• Strong troubleshooting and problem-solving skills with the ability to diagnose and resolve complex technical issues.
• Experience supporting enterprise applications and end-user computing environments.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Ability to work independently, prioritize tasks, and manage time effectively.
• Experience documenting technical processes, procedures, and training materials.
• Knowledge of user access management, application support processes, and incident management practices.
• Ability to interact effectively with cross-functional teams and stakeholders at all levels.
• Experience supporting customers through multiple communication channels including phone, email, and chat.
• Strong analytical skills with the ability to identify process improvement and system enhancement opportunities.