Troubleshoot complex web applications, diagnosing and / or resolving issues reported by internal users.

Diagnose database issues as well as code issues (debugging). Ability to inspect basic technical issues interfering with web application performance (DNS lookup, network browser inspection).  Reverse engineering mind. 

Ability to read and interpret data from online monitoring tools (MS Azure Insights, Newrelic). 

Understand functional specifications to validate the expected behavior of a complex application. Ability to find other sources of information within the company (people, documentation). 

Excellent communicator to manage expectations. 

Team player, collaborative, but with high level of autonomy to decide about criticality when alone, 

Provide clear steps to reproduce the diagnosed issues to development teams in charge of fixing the issues on different test environments. 

Advocate for customer needs by sharing feedback with the development & business analysis organizations to continuously improve the product.

Deliver training and support to end-users.

Keep technical documentation and procedures up to date.

Ensure preventive maintenance and analyse application root cause issues.

Bachelor degree, Master of Engineering in computer science field or other relevant degree.

More than 5 years working experience as a web application support agent in a complex workflow web application environment. 

Fluency in English required

Chinese is a very valuable plus.

Experience with support of Web-based business applications, specially in MS .Net environment. 

Ability to manage SLA’s

SQL and .Net programming knowledge.

Excellent knowledge of Windows OS and ITIL.

Experience with Visual Studio, .Net C# and SQL.

Experience debugging applications in Visual Studio or similar.  

Knowledge or experience working in an Azure environment is desirable. 

Excellent organization skills, ability to systematize and prioritize.

Customer service experience and problem solving skills.

Patience and understanding.

Investigation and diagnostic skills.