Application Support Engineer - Decisions Developer
Decisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing efficiency and yielding results, regardless of technical expertise. This no-code automation platform seamlessly integrates AI tools, rules engines, and workflow management, enabling the transformation of customer experiences, modernization of legacy systems, and the achievement of automation goals three times faster than traditional software development.
As a Software Engineer, Support at Decisions, you will be part of an integrated support team troubleshooting complex customer problems in the use of the Decisions platform. You will play a pivotal role in tackling high-level troubleshooting issues before they reach the Product Engineering team, offering in-depth analysis, and guiding other team members on resolution strategies.
As a member of the Support team, you will collaborate closely with cross-functional teams, contributing to product improvements and enhancing customer experience. Software Engineers at Decisions are expected to have experience in developing and integrating server and client applications. Your work will be produced in the context of Decisions engineering best practices, including but not limited to the continuous support of development, deployment, integration, and monitoring.
Responsibilities
- Customer Issue Resolution:
- Take ownership of customer-reported issues and see them through to resolution
- Research, diagnose, troubleshoot, and identify solutions for customer problems
- Follow standard procedures for escalating unresolved issues to the appropriate internal teams
- Feedback and Documentation:
- Provide prompt and accurate responses to customers
- Ensure proper recording and closure of all reported issues
- Document knowledge in the form of tech notes and articles for a knowledge base
- Internal Collaboration:
- Follow Service Level Agreements (SLA) for issues, especially concerning severity
- Collaborate with internal teams for issue resolution
Requirements:
- Technical Experience:
- Requires minimum of one (1) year previous Decisions BPM platform Experience
- Minimum of two (2) years of software engineering experience in front-end and back-end applications and/or data service
- Experience in large-scale, high-performance enterprise big data application deployment and solution architecture in complex environments
- Experience in automation, engineering tasks, data, infrastructure/operations, and security engineer tasks
- Development Skills:
- Proficiency in programming languages such as C#, Java, or JavaScript
- Track record of delivering high-quality code
- Considerable experience dealing with SQL servers
- Business Process Automation (BPA):
- Expertise in BPA platforms with a strong understanding of process modeling and workflow optimization
- Certifications:
- Certification in BPM/RPA software is a plus
- Troubleshooting and Communication:
- Strong troubleshooting skills and the ability to work on multiple issues simultaneously
- Exceptional communication and collaboration skills
- Ability to lead and mentor technical teams
- Customer Support Attitude:
- Passion for supporting customers
- Willingness to provide as much help as possible and follow up with customers
- Availability:
- Understanding of the demands of operating in a customer support team that may require working in a 24x7 environment
- Availability and willingness to step in when needed, including weekends
- Background:
- Not from a technical support background that involves simply logging tickets or coordinating between groups
- The role requires active problem-solving and technical engagement
