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Application Support Engineer

Application Support Engineer

AuthentixBoston, MA, United States
11 days ago
Job type
  • Full-time
Job description

Title : Application Support Engineer

Work Location : Morocco

Division & Department : Digital Transformation

Position Reports to : VP, Digital Transformation

COMPANY VALUES

All Authentix employees are expected to embrace our Company values in the performance of their respective tasks and duties.

Always with integrity.......Authenticians :

  • Dedicate ourselves to our customers' success.
  • Compete and win with integrity.
  • Create innovative solutions with science and technology; and
  • Team and collaborate with accountability.

JOB SUMMARY

We are seeking a hands-on software engineer who will own the day-to-day technical success of an enterprise information system deployed for our customers after go-live. You'll be the customer's primary technical point of contact for their deployed instance : handling requests, troubleshooting issues, performing safe configuration changes, coordinating releases, monitoring system health, and driving continuous improvements. When needed, you'll escalate product defects or complex items to our Product / Engineering teams for L3 support-owning the triage and communication end-to-end.

SUMMARY OF ESSENTIAL JOB FUNCTIONS

The essential functions listed below are representative of the functions that must be performed in order to satisfactorily fulfill the purpose of this job. Additional functions and duties may be assumed or assigned from time to time.

Customer ownership

  • Serve as the dedicated technical contact for assigned enterprise accounts post-implementation.
  • Manage inbound requests (how-to, configuration, minor enhancements), set expectations, and close the loop with crisp updates.
  • Build customer trust through proactive outreach, health checks, and quarterly review meetings.

    • Run operations

  • Monitor application health (uptime, performance, error rates, integrations), respond to alerts, and drive incident resolution.
  • Perform safe configuration changes, environment resets, and data corrections aligned to change-management controls.
  • Prepare / execute releases to customer environments, coordinate maintenance windows and rollback plans.
  • Maintain runbooks, FAQs, and customer-specific documentation.

    • Support engineering

  • Triage, reproduce, and resolve issues (L2). Capture logs, traces, and diagnostics; write clear defect reports for L3.
  • Create minimal reproducible examples, SQL queries, and scripts to analyze and fix customer data issues where permitted.
  • Collaborate with Product / Engineering on fixes; verify patches in staging and coordinate production deployments.
  • Identify recurring issues and propose automation or product improvements to reduce support load.

    • Process & governance

  • Work within Service Level Agreement (SLA) / Operational Level Agreement (OLA) targets; managing incident, problem, and change records.
  • Ensure security, privacy, and compliance guidelines are followed in all customer interactions and data handling.
  • Contribute to knowledge base articles and internal tooling that improve responsiveness and quality.

    • KNOWLEDGE, SKILLS AND ABILITIES

    To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skills and / or abilities required to satisfactorily perform the essential functions of this job.

    Qualifications :

  • Bachelor's degree in Computer Science, Information Systems, Software Engineering, Business, or related field (Master's / certifications a plus).
  • 3-7 years in software engineering, application support, or customer solutions for enterprise software (post-implementation).
  • Strong troubleshooting across Web / Windows / Android stacks; able to read code and interpret logs to diagnose issues.
  • Proficiency with SQL and at least one of : C# / .NET, Java / Kotlin, Python, or JavaScript / TypeScript.
  • Familiarity with cloud-hosted apps and observability (e.g., logs, metrics, traces) and CI / CD release workflows.
  • Experience with SSO / OIDC / SAML and REST API integration troubleshooting.
  • Excellent written / verbal communication; calm, structured incident handling; strong ownership and follow-through.

    • Preferred Skills :

  • Azure know-how (App Services / Function Apps, App Insights, Key Vault, Azure SQL) or equivalent cloud.
  • Windows app deployment (MSI / MSIX), services, and site networking (firewalls, proxies, certificates).
  • Android Enterprise / EMM (Intune / Workspace ONE), managed configurations, and rugged device support; barcode / QR scanning flows.
  • Peripheral integrations at sites (e.g., scanners, label / thermal printers) and offline-first sync patterns.
  • ITIL Foundations or practical experience with incident / problem / change management.
  • Domain familiarity with serialization / track-and-trace or manufacturing / supply-chain systems.

    • SPECIAL REQUIREMENTS

  • Must be fluent in both French and English, Arabic is a plus.
  • Approximately 15% domestic / international travel required.
  • Ability to collaborate across time zones and support occasional off-hours activities during critical cutovers.
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