Remote Application Support Engineer Jobs

Application (Customer) Tech Support Engineer - US Based (remote) Kneat enables regulated organizations to move from paper-based validation to intelligent digitized paperless solutions. And we do it through the ongoing development of a powerful purpose-built software platform. In 2014 after eight years of intensive software development we launched Kneat Gx—the world’s most advanced validation software to help revolutionize the speed precision transparency and intelligence of validation in the Life Sciences sector. Our solution is now used by some of the world’s leading Life Sciences companies. What we’re looking for: As Kneat continues to expand we are looking for an enthusiastic Application Technical Support Engineer to join our global Customer Tech Support team based remotely in the US. Position overview: Reporting to our Customer Tech Support Manager the Application (Customer) Tech Support Engineer will provide application technical support for our Kneat Gx customers for the US region. This is a remote role working as part of a global team. The successful candidate will be an individual who is customer orientated highly motivated with a demonstrated ability to work under pressure by handling multiple tickets simultaneously as well as learning new products/technologies skills and procedures along the way. You will work as part of an overall service desk support team to ensure that all issues and requests submitted to the centralised service desk and assigned to your queue are dealt with promptly appropriately and courteously. The role will also require awareness and compliance with established SLAs and will also require the role holder to conform to all Information and Cyber Security policies and procedures that are in place. If this sounds like you we want to hear from you! Responsibilities: Logging owning proprietary software support issues and incidents until resolution and acting as primary support liaison between the company and its customers Conducting regular follow ups with customers with recommendations updates and action plans associated with tickets/issues. Documenting relevant support ticket/issue information and ensuring that customer communication is handled in a timely manner and in compliance with Service Level Agreements throughout the lifecycle of the issue until it is completely resolved. Analysis of software issues reported identification of known issues where applicable and reporting of known solutions or workarounds to customer within timeframe set out by Service Level Agreements. Ability to diagnose address application issues. Exceptional ability to provide front-end support to internal departments and web-based clients. The ability to analyse log files and find problems based on exceptions recorded in application log files The ability to identify steps to reproduce software issues that have been reported by our customers Development of workarounds for software issues reported where workarounds do not already exist. Creation and maintenance of knowledge base content for peers and customer use and reference ensuring that known issues and workarounds are clearly documented in the knowledge base. Identification of training needs for customers and development of operation documents to address these issues. Collaboration with the Development QC and QA teams on issue resolution providing feedback to Development and QC to help improve the product quality and reliability. Setup of test environments as necessary for replication of customer reported issues and provision of documentation on these setups. Communicating application problems and issues to key stakeholders including Management Engineering Professional Services and Sales teams.' Contribute to the development and implementation of a best-in-class multi-level customer support model in consultation with other functions and stakeholders that first and foremost seeks to empower and enable customers to resolve their own queries immediately by leveraging content and technology. Contributing to the continuous improvement of Kneat’s Customer Support processes and procedures. Becoming an application expert and training resource for the Customer Support team. Preparing end user and technical user documentation. Supporting Operations and Sales teams in the field for all project requirements including specification development to customer requirements installs upgrades configuration. Attending customer meetings/sites when required to support issues installations training go lives review meetings always providing a high level of customer service. Ensuring that customers are treated with the highest degree of respect and drive operational excellence through quality closures and proper escalation of issues. Reporting non-conformances and managing the lifecycle of non-conformances in Kneat’s tracking system ensuring traceability between Zendesk and Azure DevOps. Contributing to the continuous improvement of tech support strategies and productivity. Minimum qualifications: Bachelors degree in software engineering computer science information technology information systems computer engineering or similar. Minimum of 2 years’ hands-on experience. Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment. Logical approach to problem solving self-motivated and enthusiastic. Strong interpersonal communication and customer service skills are needed to work successfully with customers in high urgency and/or ambiguous situations. Experience in a technical customer-facing role. Excellent written and verbal communication skills in English as this will be a customer-facing role. Demonstrate a proactive approach and ability to prioritise own workload. Willing to travel if required Nice to haves: Experience working with programming languages Working knowledge of SQL databases would be advantageous. Working knowledge of front-end and back-end programming languages would be advantageous e.g.: chrome dev tools HTML etc. What we offer you: At Kneat we truly value ideas and collaboration so we’ve created an environment that builds protects and celebrates teamwork. Our strong culture is central to our continued success. We offer programs and rewards that one would expect from a highly successful and growing technology company. A fantastic culture team and energy. Competitive compensation. Comprehensive benefits package. Flexible work arrangements. Training and professional development. Kneat is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to Equal Employment Opportunity (EEO) regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or veteran status. Reasonable accommodations may be made to enable qualified individuals with disabilities or special needs to perform these essential functions. If you have a disability or special need that requires accommodation to complete this application form please contact us at +353 (0)612 038 26 (Ext 2004) or email us at hr@kneat.com for assistance.

Randall Reilly provides full scale talent acquisition services for an extensive range of companies turning talent challenges into growth opportunities. From our roots in trucking we’ve learned to tackle the toughest talent markets to help clients achieve their goals through a proprietary combination of consulting data market research and marketing innovation. We are looking for an Application Support Engineer to help support our employees devices and core business applications. This fully remote role is ideal for an early-career IT professional (1–3 years experience) who’s passionate about technology eager to grow and comfortable working independently. This person will be part of a dynamic Technology team. ### What You’ll Do: Work with a small team of dedicated IT professionals supporting enterprise applications and staff. Analyze and troubleshoot application and system issues for end users. Manage support update and deploy software to our devices through Jamf (macOS) and Intune (Windows). Support enterprise applications like Google Workspace Slack HubSpot Atlassian Business Central and AWS. Assist with security tools such as CrowdStrike Zscaler and Dashlane. Draft clear IT communications announcements and documentation. Growth: Opportunities to pursue training and certifications and expand your IT skill set. Exposure to modern IT systems security practices and automation. Why Join Us? This is a chance to start or grow your IT career in a supportive environment where you’ll get hands-on experience with modern tools security systems and cross-platform support. You’ll work remotely independently and as part of a team that values curiosity ownership and professional growth. 1–3 years of IT support enterprise application support help desk and endpoint management experience. Hands-on experience with Jamf and/or Intune. Familiar with Windows and MAC workstations. Nice-to-Have: Exposure to HubSpot Atlassian AWS or Business Central. Experience with security tools (CrowdStrike Zscaler Dashlane). Certifications (CompTIA Google IT Support ITIL). Scripting/automation interest or experience. Strong troubleshooting and problem-solving skills. Experience using Remote Desktop and VPN clients. Familiarity with Google Workspace O365 and other SaaS apps. Excellent communication skills and ability to work independently. Perks/Benefits: Competitive compensation We believe in propelling people to the best version of themselves. We offer medical dental vision FSA 401k life insurance products and more! 13 paid holidays + PTO. You’re off on your birthday! Or a day in the month of your birthday – whatever you choose. Fitness membership reimbursement! We believe physical and mental health is important. You’ll work in a highly collaborative and flexible environment. We offer both on-site and remote opportunities! We are growing but highly value relationships. The following compensation information is a good faith estimate and is provided in accordance with applicable state laws. The base salary generally ranges between $55000.00 - $7000.00 This range is an estimate based on an applicant’s skills experience and training. Randall Reilly participates in the E-Verify program. View the Participant & Right to Work Poster in English Español https://www.e-verify.gov/employers/employer-resources?resource=30 Application & Interview Impersonation Warning – Purposely impersonating another individual when applying and / or participating in an interview in order to obtain employment with Randall Reilly for yourself or for the other individual is a crime. We have implemented measures to deter and to uncover such unlawful conduct. If Randall Reilly identifies such fraudulent conduct it will result in as applicable the application being rejected an offer (if made) being rescinded or termination of employment as well as possible legal action against the impersonator(s). Equal Opportunity Employer

Randall Reilly provides full scale talent acquisition services for an extensive range of companies turning talent challenges into growth opportunities. From our roots in trucking we’ve learned to tackle the toughest talent markets to help clients achieve their goals through a proprietary combination of consulting data market research and marketing innovation. We are looking for an Application Support Engineer to help support our employees devices and core business applications. This fully remote role is ideal for an early-career IT professional (1–3 years experience) who’s passionate about technology eager to grow and comfortable working independently. This person will be part of a dynamic Technology team. ### What You’ll Do: Work with a small team of dedicated IT professionals supporting enterprise applications and staff. Analyze and troubleshoot application and system issues for end users. Manage support update and deploy software to our devices through Jamf (macOS) and Intune (Windows). Support enterprise applications like Google Workspace Slack HubSpot Atlassian Business Central and AWS. Assist with security tools such as CrowdStrike Zscaler and Dashlane. Draft clear IT communications announcements and documentation. Growth: Opportunities to pursue training and certifications and expand your IT skill set. Exposure to modern IT systems security practices and automation. Why Join Us? This is a chance to start or grow your IT career in a supportive environment where you’ll get hands-on experience with modern tools security systems and cross-platform support. You’ll work remotely independently and as part of a team that values curiosity ownership and professional growth. 1–3 years of IT support enterprise application support help desk and endpoint management experience. Hands-on experience with Jamf and/or Intune. Familiar with Windows and MAC workstations. Nice-to-Have: Exposure to HubSpot Atlassian AWS or Business Central. Experience with security tools (CrowdStrike Zscaler Dashlane). Certifications (CompTIA Google IT Support ITIL). Scripting/automation interest or experience. Strong troubleshooting and problem-solving skills. Experience using Remote Desktop and VPN clients. Familiarity with Google Workspace O365 and other SaaS apps. Excellent communication skills and ability to work independently. Perks/Benefits: Competitive compensation We believe in propelling people to the best version of themselves. We offer medical dental vision FSA 401k life insurance products and more! 13 paid holidays + PTO. You’re off on your birthday! Or a day in the month of your birthday – whatever you choose. Fitness membership reimbursement! We believe physical and mental health is important. You’ll work in a highly collaborative and flexible environment. We offer both on-site and remote opportunities! We are growing but highly value relationships. The following compensation information is a good faith estimate and is provided in accordance with applicable state laws. The base salary generally ranges between $55000.00 - $7000.00 This range is an estimate based on an applicant’s skills experience and training. Randall Reilly participates in the E-Verify program. View the Participant & Right to Work Poster in English Español https://www.e-verify.gov/employers/employer-resources?resource=30 Application & Interview Impersonation Warning – Purposely impersonating another individual when applying and / or participating in an interview in order to obtain employment with Randall Reilly for yourself or for the other individual is a crime. We have implemented measures to deter and to uncover such unlawful conduct. If Randall Reilly identifies such fraudulent conduct it will result in as applicable the application being rejected an offer (if made) being rescinded or termination of employment as well as possible legal action against the impersonator(s). Equal Opportunity Employer

Applicants must be based in Mexico - Central and East Coast Time Zones preferred To support all aspects of MATRIXX Software Applications with Tier 1 Telco customers globally and work collaboratively with MATRIXX’s engineering and professional services teams with the goal of becoming a MATRIXX software certified product expert. To take ownership of complex customer and partner reported issues and to assist with project delivery in the deployment and operational handover phases. Key responsibilities Collaborate with internal and external stakeholders throughout the customer and partner lifecycle. Provide remote support under stringent SLA to MATRIXX customers and partners in all aspects of the MATRIXX platform. Assist in deployment and operational support activities. Participate in out of hours on-call rotation. Support customer relationship with the goal of establishing and maintaining a professional ‘trusted advisor’ position. Identify communicate and drive improvement initiatives for the processes and tools. Monitor mobile technology and industry developments to ensure your knowledge remains current. Provide coaching and mentoring to more junior colleagues. Proven experience working in a Support or Services role preferably in the Telco environment. Proven experience working with real-time network technology (Intelligent Networks Online/Converged Charging Systems Mediation Policy Control) Evidence of technical expertise and significant experience in the following Telco skills: Unix and Linux Applications and Systems (OCS/CCS IN Billing PCRF) Networking protocols (DIAMETER 5G SS7 MAP INAP CAP) A bachelor’s degree or equivalent technical / science-based qualification Good communication skills covering both technical and non-technical aspects. International working experience Preferred Qualifications Additional skills in one or more of the following: IT and Web Service Protocols (HTTP/ReST) Scripting languages (Python Perl BASH) OS and Programming (Red Hat Enterprise Linux Java C++) Monitoring Applications and Visualization (Prometheus/Grafana/PRTG) Monitoring protocols (SNMP JMX) IP networking (routing/switching load balancing resilience concepts) Cloud/Virtualisation (VMware Azure AWS Google Cloud Platform Kubernetes/Docker Openshift KVM) Apache HBase MongoDB Redpanda Apache Kafka Apache ActiveMQ Competencies: Resolver - Identifies the problem and providing resolution. Focused - Takes direction follows through and makes the corrections necessary to stay on track prioritizing before reacting. Collaborator - Works hard with others to achieve the team goals and objectives. Mentor - Recognizing and cultivating the potential in others identifying incremental improvements and derive satisfaction from evidence of progress. Influencer - Connecting with someone new and winning them over. Achiever - Taking satisfaction from being busy and productive possessing a great deal of stamina and working hard. Adaptability - Embraces the pivot problem-solver doing what needs to be done. Boldness - Creates alternative ways to proceed quickly able to spot the relevant patterns and issues of any given scenario. Forward Thinker - Willing to question the status quo. Unafraid to challenge convention looking for innovative solutions and outcomes that move the needle. Integrity - Committed to stable values such as honesty and loyalty taking psychological ownership of what they say they will do. Process-oriented - Equality and treatment of all people the same with stable routines and clear rules and procedures that everyone can follow. Results driven - Independent desire to make a big impact prioritizing projects based on how much influence they will have on their organization or people around them. Values Driven - Having unchanging core values that defines one's purpose. Compensation: The US pay range for this position is $125000.00 – $149000 per year however base pay offered may vary depending on job-related knowledge skills and experience. Base pay information is based on US market only and will vary by global location. Variable pay in the form of bonus or commission may be provided as part of the compensation package in addition to a full range of medical and/or other benefits dependent on the location of the position offered.

Applicants must be based in Mexico - Central and East Coast Time Zones preferred To support all aspects of MATRIXX Software Applications with Tier 1 Telco customers globally and work collaboratively with MATRIXX’s engineering and professional services teams with the goal of becoming a MATRIXX software certified product expert. To take ownership of complex customer and partner reported issues and to assist with project delivery in the deployment and operational handover phases. Key responsibilities Collaborate with internal and external stakeholders throughout the customer and partner lifecycle. Provide remote support under stringent SLA to MATRIXX customers and partners in all aspects of the MATRIXX platform. Assist in deployment and operational support activities. Participate in out of hours on-call rotation. Support customer relationship with the goal of establishing and maintaining a professional ‘trusted advisor’ position. Identify communicate and drive improvement initiatives for the processes and tools. Monitor mobile technology and industry developments to ensure your knowledge remains current. Provide coaching and mentoring to more junior colleagues. Proven experience working in a Support or Services role preferably in the Telco environment. Proven experience working with real-time network technology (Intelligent Networks Online/Converged Charging Systems Mediation Policy Control) Evidence of technical expertise and significant experience in the following Telco skills: Unix and Linux Applications and Systems (OCS/CCS IN Billing PCRF) Networking protocols (DIAMETER 5G SS7 MAP INAP CAP) A bachelor’s degree or equivalent technical / science-based qualification Good communication skills covering both technical and non-technical aspects. International working experience Preferred Qualifications Additional skills in one or more of the following: IT and Web Service Protocols (HTTP/ReST) Scripting languages (Python Perl BASH) OS and Programming (Red Hat Enterprise Linux Java C++) Monitoring Applications and Visualization (Prometheus/Grafana/PRTG) Monitoring protocols (SNMP JMX) IP networking (routing/switching load balancing resilience concepts) Cloud/Virtualisation (VMware Azure AWS Google Cloud Platform Kubernetes/Docker Openshift KVM) Apache HBase MongoDB Redpanda Apache Kafka Apache ActiveMQ Competencies: Resolver - Identifies the problem and providing resolution. Focused - Takes direction follows through and makes the corrections necessary to stay on track prioritizing before reacting. Collaborator - Works hard with others to achieve the team goals and objectives. Mentor - Recognizing and cultivating the potential in others identifying incremental improvements and derive satisfaction from evidence of progress. Influencer - Connecting with someone new and winning them over. Achiever - Taking satisfaction from being busy and productive possessing a great deal of stamina and working hard. Adaptability - Embraces the pivot problem-solver doing what needs to be done. Boldness - Creates alternative ways to proceed quickly able to spot the relevant patterns and issues of any given scenario. Forward Thinker - Willing to question the status quo. Unafraid to challenge convention looking for innovative solutions and outcomes that move the needle. Integrity - Committed to stable values such as honesty and loyalty taking psychological ownership of what they say they will do. Process-oriented - Equality and treatment of all people the same with stable routines and clear rules and procedures that everyone can follow. Results driven - Independent desire to make a big impact prioritizing projects based on how much influence they will have on their organization or people around them. Values Driven - Having unchanging core values that defines one's purpose. Compensation: The US pay range for this position is $125000.00 – $149000 per year however base pay offered may vary depending on job-related knowledge skills and experience. Base pay information is based on US market only and will vary by global location. Variable pay in the form of bonus or commission may be provided as part of the compensation package in addition to a full range of medical and/or other benefits dependent on the location of the position offered.

Applicants must be based in the US or Canada - Central and East Coast Time Zones preferred To support all aspects of MATRIXX Software Applications with Tier 1 Telco customers globally and work collaboratively with MATRIXX’s engineering and professional services teams with the goal of becoming a MATRIXX software certified product expert. To take ownership of complex customer and partner reported issues and to assist with project delivery in the deployment and operational handover phases. Key responsibilities Collaborate with internal and external stakeholders throughout the customer and partner lifecycle. Provide remote support under stringent SLA to MATRIXX customers and partners in all aspects of the MATRIXX platform. Assist in deployment and operational support activities. Participate in out of hours on-call rotation. Support customer relationship with the goal of establishing and maintaining a professional ‘trusted advisor’ position. Identify communicate and drive improvement initiatives for the processes and tools. Monitor mobile technology and industry developments to ensure your knowledge remains current. Provide coaching and mentoring to more junior colleagues. Proven experience working in a Support or Services role preferably in the Telco environment. Proven experience working with real-time network technology (Intelligent Networks Online/Converged Charging Systems Mediation Policy Control) Evidence of technical expertise and significant experience in the following Telco skills: Unix and Linux Applications and Systems (OCS/CCS IN Billing PCRF) Networking protocols (DIAMETER 5G SS7 MAP INAP CAP) A bachelor’s degree or equivalent technical / science-based qualification Good communication skills covering both technical and non-technical aspects. International working experience Preferred Qualifications Additional skills in one or more of the following: IT and Web Service Protocols (HTTP/ReST) Scripting languages (Python Perl BASH) OS and Programming (Red Hat Enterprise Linux Java C++) Monitoring Applications and Visualization (Prometheus/Grafana/PRTG) Monitoring protocols (SNMP JMX) IP networking (routing/switching load balancing resilience concepts) Cloud/Virtualisation (VMware Azure AWS Google Cloud Platform Kubernetes/Docker Openshift KVM) Apache HBase MongoDB Redpanda Apache Kafka Apache ActiveMQ Competencies: Resolver - Identifies the problem and providing resolution. Focused - Takes direction follows through and makes the corrections necessary to stay on track prioritizing before reacting. Collaborator - Works hard with others to achieve the team goals and objectives. Mentor - Recognizing and cultivating the potential in others identifying incremental improvements and derive satisfaction from evidence of progress. Influencer - Connecting with someone new and winning them over. Achiever - Taking satisfaction from being busy and productive possessing a great deal of stamina and working hard. Adaptability - Embraces the pivot problem-solver doing what needs to be done. Boldness - Creates alternative ways to proceed quickly able to spot the relevant patterns and issues of any given scenario. Forward Thinker - Willing to question the status quo. Unafraid to challenge convention looking for innovative solutions and outcomes that move the needle. Integrity - Committed to stable values such as honesty and loyalty taking psychological ownership of what they say they will do. Process-oriented - Equality and treatment of all people the same with stable routines and clear rules and procedures that everyone can follow. Results driven - Independent desire to make a big impact prioritizing projects based on how much influence they will have on their organization or people around them. Values Driven - Having unchanging core values that defines one's purpose. Compensation: The US pay range for this position is $125000.00 – $149000 per year however base pay offered may vary depending on job-related knowledge skills and experience. Base pay information is based on US market only and will vary by global location. Variable pay in the form of bonus or commission may be provided as part of the compensation package in addition to a full range of medical and/or other benefits dependent on the location of the position offered.