Would you like to be a part of the organization where high energy meets intellect? If you get excited by solving puzzles and working in a collaborative environment, then Aptean wants to work with you!!
Aptean provides very specific industries with very specific ERP, supply chain management, and customer experience solutions. In today’s fast-paced, highly competitive economy, organizations don’t have time to waste forcing homegrown software, spreadsheets, and one-size-fits-all solutions to do things they were never designed to do. Aptean is on a mission to end those workarounds – with industry-specific solutions instead of generic software, expert support instead of making you go it alone, and a steady influx of new ideas instead of the status quo. That is why over 2,500 highly specialized organizations in more than 20 industries and 54 countries rely on Aptean to streamline their everyday operations.
Aptean is focused on providing products and solutions to customers in specific verticals. Our products are rich in feature and functionality and delivered on premise, SaaS and Hybrid delivery models. Aptean’s products deliver value at lowest total cost of ownership and scale with needs of our customers. Most of our products and solutions are leaders in the vertical market segments they serve.
Aptean uses its core values of Drive For Results, Win Together, Foster Innovation, and Be Courageous to guide its employee community to serve every customer in every geography and market.
Responsible for providing a high standard service on a technical and functional level in resolving problems related to the Product Line SaaS Environment and the product line. Administering production SaaS systems/services and managing, maintaining cloud-based environments and relevant applications & software. To assist in developing the platform and environment to increase its functionality and stability. Working with customers and internal teams to ensure the highest system uptime and availability. Reports to the team lead or Customer Support Manager for the assigned product area and will have frequent contact with the peers and other members of the Customer Solutions, R&D, and Account Management departments.
Knowledge: An experienced professional with an intermediate understanding of area of specialization; resolves a wide range of issues in creative ways. This job is the fully qualified, career-oriented, journey-level position.
Complexity: Works on problems of a wide scope where analysis of data requires evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions.
Supervision: Normally receives little instruction on day-to-day work, general instructions on new assignments.
Monitoring of staging/production cloud services and applications
Assist in the Product Line SaaS project work, which involves researching, investigating, documenting, presenting any findings and outcomes.
Clearly and concisely documenting all platform changes and supporting information for approval as dictated by the change process.
To assist with BAU / day to day tasks and assist in testing when required.
To follow standards of work and policies that are in place and evidencing of such work where required as dictated by company accreditation (e.g. SOC2), where applicable.
To provide support to the wider Customer Solutions team in a timely manner by receiving, clarifying and investigating incidents raised to the Product Line SaaS team.
Offer complete and timely technical explanations throughout the incident resolution process and ensure that the requester of the incident fully understands the issue, its resolution and if relevant, the means for prevention.
Ensure that all internal and external interactions are handled professionally and with the highest level, follow-through and consistently keep commitments.
Acquire and maintain current knowledge of relevant products and service offerings.
Develop sound understanding across all areas within the Product Line SaaS team and wider Support team.
Attend training sessions offered and assist with peer training as needed
Create knowledgebase / wiki articles and documents to be shared with customers and peers.
SaaS platform support, such as monthly patching windows, platform upgrades, emergency issues impacting the platform which may requiring immediate investigation and action, one-off planned changes to address platform stability & optimization
Due to the nature of the SaaS environment, some out-of-hours work will be expected to support and maintain the environment so limit customer disruption
Typically requires a minimum of 3 years of related experience.
Previous experience in providing technical customer support.
Previous experience in a Server Administration role or Software Application Support role
Knowledge – Required
Expert experience querying in Transact-SQL or similar SQL language
Working knowledge of Amazon Web Services (AWS) or other cloud platforms (e.g. Azure)
Experience supporting and maintaining Window Server and databases
Understanding of relational databases and web applications
Understanding of IIS and website administration
Knowledge - Preferred
Understanding of networks
Understanding of .Net framework
Basic knowledge of using PowerShell and batch files
Knowledge of up-to-date programming languages such as C#, Java
Skills and Abilities
Good personal computer and business solutions software skills
Ability to work independently and as part of a team
Excellent time management and organizational skills
Must have excellent verbal and written communication skills
Strong analytical problem solving and decision-making skills
Display strong work ethic and do whatever it takes to get the job done