Application Engineering Developer

Higher Logic is an industry leader in cloud-based engagement platforms. Our data-driven approach gives organizations an expanded suite of engagement capabilities, including online communities and marketing automation. From the initial web visit to renewal and ongoing engagement, we help you track and manage interactions along each stage of the digital customer experience. Organizations worldwide use Higher Logic to bring people all together, by giving their community a home where they can interact, share ideas, answer questions, and stay connected. Everything we do - the tools and features in our software, our services, partnerships, best practices - drives our ultimate goal of making your organization successful.

JOB SUMMARY

The Application Engineering Developer provides technical support to our Customer Services and Support teams by troubleshooting our software services, providing solutions, and detecting application bugs. The Application Engineering Developer also provides support to the Operations, Development, and Platform/DevOps teams in managing and troubleshooting our software services in both physical and cloud-based environments. Application Engineering Developers are the first to respond to problems in the system. If unable to solve the problem, they alert and escalate to the appropriate team(s)

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Focus on customer-reported issues escalated by Customer Services teams; troubleshooting, performing basic code analysis, triaging, and/or writing SQL database queries to isolate issues and provide resolution; escalating to appropriate team as necessary.
• Take ownership of assigned tasks, following through on assignments until issues are resolved and closed.
• Develop proficiency in product knowledge, working towards subject matter expertise.
• Learn necessary IT tools and issue management tools to work through issues, along with processes defined for Service Level Agreements, bug escalation, and team procedures.
• Work with senior team members in investigating complex issues, determining root cause, and working issues toward resolution.
• Build, develop, and grow cross-functional relationships; actively and collaboratively engage via internal communication channels, providing timely feedback on questions.
• Assist in monitoring system resources and application issues, escalating to appropriate team as necessary.
• Debug and resolve software defects and issues.
• Assist in the development and maintenance of software applications. Write clean, efficient, and well-documented code. Participate in code reviews and contribute to team knowledge sharing. Learn and apply best practices in software development. Contribute to the continuous improvement of development processes. Collaborate with developers to fix bugs, and design and implement new features as skills increase.
• Update documentation as necessary.
• May, infrequently, be requested to work an on-call shift, including nights, weekends, and holidays, as necessary.
• Conduct all business in accordance with Higher Logic policies and procedures.
• All other duties as assigned.

KNOWLEDGE AND ABILITIES REQUIRED:

• Passion for problem-solving and desire to learn. Strong analytical and problem-solving skills.
• Time Management: Attends to a broader range of activities; uses time effectively and efficiently; concentrates on the more important priorities.
• Self-Starter: Works with moderate/limited supervision, engaging team members for assistance as needed.
• Adaptability: Flexible and quickly adjusts to changing priorities, responsibilities, assignments, expectations, and processes.
• Communication: Ability to work collaboratively in a team environment. Listens effectively; conveys information accurately and comprehensively; actively seeks feedback.
• Customer Focus: Understands and meets the needs of customers, addressing the interests and concerns of all organization stakeholders.
• Approachability: Builds strong work relationships and easily adjusts to how individuals and cross-functional teams work.
• Priority Setting: Quickly senses what will help or hinder accomplishing a goal; eliminates roadblocks and creates focus.
• Basic proficiency in at least one Object-Oriented programming language (C#, Python, Java, etc., although C# is preferred).
• Basic knowledge of SQL, database structures, Stored Procedures.
• Basic knowledge of web development technologies (e.g., HTML, CSS, JavaScript, React).
• Familiarity with version control systems (e.g., Git).
• Eagerness to learn and adapt to new technologies and tools.
• Familiarity with utilizing code-based AI (such as Copilot, Cursor, or other code-specific AI programs), prompt engineering, and using AI in workflows.

EXPERIENCE DESIRED:

• BA/BS degree or equivalent experience.
• Experience with SaaS applications, preferably in a support-type setting.
• Familiarity with troubleshooting using browser dev tools.
• Familiarity with C#, SQL, HTML, or JavaScript is a plus.
• Strong customer service and problem-solving skills.
• Familiarity with IT tools, including issue management systems.