The Associate Software Support Engineer works independently and as part of the End User Computing team to support and maintain Echo core applications. This role serves as a point-of-contact for end users reporting various application issues. It is pertinent that this person demonstrates proficiency in all Echo business functions and applications. They must exhibit effective communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all assigned problems and solutions are worked, escalated, and communicated in a timely manner.
What You’ll Do
- Provide advanced application support and resolve technical issues.
- Manage tickets from investigation through resolution, escalation, and documentation.
- Troubleshoot bugs and support application fixes.
- Partner with Service Desk, QA, Infrastructure, Development, and business teams.
- Identify opportunities for automation and process improvement.
- Create and maintain Knowledge Base articles and SOPs.
- Support application deployments, upgrades, and routine maintenance.
- Monitor applications and investigate production issues.
- Contribute to team initiatives, cross-training, and continuous improvement.
- Participate in an on-call rotation providing 24x7 support.
- Deliver professional, responsive service to both technical and non-technical users.
What You’ll Bring
- 3+ years of application support or technical customer service experience.
- Strong problem-solving, troubleshooting, and time-management skills.
- Excellent verbal and written communication.
- Self-motivated, organized, and team-oriented with strong ownership.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience with SQL/DBMS; SQL Server Management Studio is a plus.
- Basic understanding of HTTP requests and APIs; Postman experience is a plus.
- Experience with VB.NET and C#.
- Familiarity with Splunk or Dynatrace is a plus.
- Familiarity with ITIL and Agile methodologies.
- Ability to follow detailed procedures and thoroughly document issues and solutions.
- Bachelor’s degree in Computer Science, Engineering, or a related field preferred, but equivalent experience and technical skills will be considered.
Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo and ITS connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.
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Work environment/physical demands summary:
This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.
Benefits
For more information about our benefit offerings, please visit our careers page at https://www.echo.com/company/careers.
This role is eligible for a bonus that is based on a combination of personal and business performance.
