Job Details

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Job Summary

As an Application Support Engineer (ASE), you will own support tickets and provide exceptional service, demonstrating high-level problem‑solving skills and excellent customer experience. ASEs triage incoming tickets, distinguish Support from Non‑Support work, and troubleshoot surface‑level issues for clients. They also perform high‑level analysis to determine root causes, resolve tickets, and support additional business tasks as needed.

Required skills include excellent troubleshooting and advanced SQL Server T‑SQL database knowledge—including JOIN types, sub‑queries, functions, stored procedures, optimization, and SQL scripting for debugging and resolving code.

Responsibilities

Technical and Standard Practices

• Provide daily customer support for Allvue Systems applications and Business‑to‑Business integrations.
• Perform complex technical troubleshooting, determine root causes, and provide resolution.
• Work independently and proactively solve problems without direction.
• Develop client solutions based on technical best practices.
• Train customers and staff in troubleshooting techniques, best practices, applications, and programs.
• Handle support tickets via JIRA ticketing system, email, or phone submissions.
• Find ways to increase productivity and improve client experience and satisfaction.
• Manage time and establish reasonable and attainable deadlines for resolution.

Customer Centric Experience/Relations

• Provide best‑in‑class customer experience/service.
• Handle multiple daily customer calls involving screen‑shares to collect details and troubleshoot technical problems at a professional and technical level.
• Practice professional‑level soft skills when communicating with customers and internal staff.
• Take personal ownership of customer satisfaction in resolving production client concerns and issues.

Team and Knowledge‑Centric Collaboration

• Write and maintain professional‑level internal and customer‑facing knowledge articles.
• Inform leadership proactively to improve the product, reduce ticket volume, and refine processes as the business needs.
• Mentor and train other Support team members from a technical and process perspective.
• Collaborate or assist teammates or colleagues within the company on technical issues, processes, or product improvements.
• Be All‑In with our company's Core Values (Be Open, Be Curious, Be Passionate, Own It) and Rally Cry (One Brand, One Strategy, One Foundation, One Culture).

Requirements

General

• Advanced SQL Server T‑SQL skills and database administration experience.
• In‑depth understanding of JOIN types, Sub‑Queries, Functions, Stored Procedures, Optimization, and other advanced SQL concepts.
• SQL Scripting/Writing skills to debug and resolve SQL code.
• Considerable experience with XML/XPath/XSLT technologies is a plus.
• Proficient in performing in‑depth analysis, complex technical troubleshooting, and problem resolution.
• Demonstrate strong research skills and gather knowledge to progress investigations through written knowledge articles, training videos, and hands‑on testing.
• Effectively communicate problem or issue concepts, steps to replicate, root cause analysis, and resolutions to technical and non‑technical audiences.

Personal, Computer, and Soft Skills

• Self‑starter who can work independently.
• Detail‑oriented, with solid organization and coordination skills.
• Excellent customer service knowledge and skills.
• Professional written and interpersonal skills.
• Experience with Confluence and Jira ticketing systems.
• Experience with Code Check‑in processes and applications such as GIT and ADO.
• Microsoft Office 365 experience and knowledge (Outlook, Teams, Excel, OneDrive, SharePoint, etc.).
• Experience using Slack or other message systems.

Language Skills

• Fluent English (Speaking, Reading, Writing).

Education/Certifications

• Bachelor's degree in Information Systems/Technology, Computer Science, or a related field in technical engineering.
• Education or experience in SQL Scripting/Writing skills to debug and resolve SQL code.
• Desired: 2+ years of experience using high‑level troubleshooting skills involving an in‑depth investigation into software workflows, processes, integrations, high‑level SQL‑Code investigation skills using Joins and Queries, and other code logic.

What We Offer

• Health Coverage options along with other voluntary benefits
• Enterprise Udemy membership with access to thousands of personal and professional development courses
• 401K with Company match up to 4% or Employee Pension plan
• Competitive pay and year‑end bonus potential
• Flexible PTO
• Charitable Donation matching, along with Volunteer and Voting PTO
• Numerous team building activities to promote collaboration in a fun and fast‑paced work environment

EEOC Statement

Allvue Systems provides equal employment opportunities (EEO) for all employees and applicants for employment. We recognize the real value of bringing people together from diverse backgrounds, experiences and perspectives – we don't just accept difference, we celebrate and support it. We are committed to advancing these efforts through our strategies to hire, promote, create and support a diverse and inclusive environment throughout our workforce and workplace. It is our policy to prohibit discrimination and harassment of any type without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. In addition, Allvue will provide reasonable accommodations for qualified individuals with disabilities.

Seniority level

Entry level

Employment type

Full‑time

Job function

Information Technology

Industries

Software Development