Enterprise Application Support Engineer

The Enterprise Application Support Engineer is responsible for providing advanced technical services, support and training to R.D. Offutt Company team members. This role will provide advanced support by engaging in systems analysis, application enhancements, and continuous improvement initiatives. The individual will maintain appropriate knowledge and expertise in both standard industry technologies and RDO specific systems and solutions as well as customer satisfaction by providing clear communication and building high-quality relationships.

Specific Duties Include:

• Provide technical support for software-related issues, guiding customers through troubleshooting steps and solutions.
• Collaborate with cross-functional teams including development, product management, and quality assurance to escalate and resolve complex technical issues.
• Document and track support tickets in the ticketing system, ensuring accurate and timely updates to customers and stakeholders.
• Develop and maintain knowledge base articles and technical documentation to enhance self-service support options for customers.
• Participate in discussions to understand clients' needs, requirements, and manage support work requests to result in the delivery of fixes or enhancements on time and with high-quality.
• Perform analysis and testing of software defects and contribute to the development of solutions that enhance product reliability and user experience.
• Introduce continuous improvements and increased efficiency to the software or business processes by utilizing Software Engineering tools, innovative techniques and the reuse of existing solutions.
• Contribute to meeting the SLAs and KPIs as applicable for the account and unit - for example, responsiveness, resolution, software quality SLAs, ensures that assigned tasks are completed on time and that delivery timelines are met in accordance with the quality targets of the organization.
• Provide training and support to customers on software functionality, best practices, and troubleshooting techniques.
• Train and mentor junior support engineers to foster a culture of continuous learning and improvement.
• Contribute to continuous improvement initiatives within the support team to optimize processes and enhance service quality.

Job Skills Include:

• Strong customer service ethic.
• Strong business background.
• Excellent verbal communication skills.
• Excellent analytical and problem-solving skills.
• Effective prioritization and project management skills.

Job Requirements:

• Bachelor's degree in Business, Accounting or Information Technology, or related field.
• Experience supporting or working with Microsoft D365.
• Ability to work independently and manage multiple priorities.