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Sr Application Support Engineer

Job Requisition ID: 4263

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At HMH we are looking for experienced Senior Application Support Engineers to join our team of support professionals. We are looking for candidates who have a strong technical background, and a customer-focused approach to managing and solving problems for our customers. Working in a team you will focus on application issue triage, management and resolution, as well as customer data requirements for rostering and reporting.

The Senior Support Engineer is the primary owner for support of our key platform applications, working with a diverse Software Development organization comprising onsite development staff and offshore support teams. We are looking for individuals who can review, and manage the resolution of relatively complex issues across a range of technologies. We expect the engineer to interface directly with development and support teams, and operate independently in that environment, as well as working with our customer-facing teams to ensure we provide a responsive, reliable support service.

This is a hands-on role which offers the candidate an excellent opportunity to learn and grow in the area of software support & life cycle management, with exposure to a range of technologies.

Responsibilities:

Primary

  • Triage & troubleshoot issues - leadership on key issues resolution, using application knowledge to validate, prioritise and manage issue backlog.
  • Management of pipeline - routing application code fixes to the correct team, managing data updates & fixes, oversight on customer needs & identification of key trends.
  • Communication with stakeholder groups on progress & driving SLA performance from teams, ensuring responsiveness to issues & reliability of delivery dates.

Additional / non-core responsibilities

You will be required to perform some of the following, at times, but these will not form the core of your role.

  • Technical vendor management - working with offshore teams. Manage resolution with our external engineering vendors
  • Keep a knowledge-base of support-related information up to date. Engaged in new product training & handovers to the support teams
  • Contribute to the development of automation tools for metadata validation and troubleshooting

Requirements:

  • Educated to Associate Degree level (Business, Finance, Computer Science).
  • Minimum of 5 years of experience in an Engineering environment. Experience in software development & support
  • A good technical background in most of the following.
    • Java, JBoss, .NET, PHP, SQL, Oracle, scripting (e.g. Python)
    • HTML5, CSS, ePUB3, XML, JSON, Flash/Flex, Actionscript, Javascript, VBA
    • Unix/Linux, Windows and Mac OS X Server
  • UI/UX Front-end troubleshooting/debugging experience using developer tools and HTTP debuggers
  • Familiarity with analyzing and troubleshooting packet capture logs & local network issues
  • Knowledge of Jira, Confluence, Sharepoint and other collaboration tools
  • A strong ability to follow through and close issues down to a satisfactory level
  • Experience working with ITIL, Agile, Kanban process
  • Knowledge of service catalogues and process management in a technical support environment
  • Excellent communication capabilities (spoken and written)
  • Self-starter who works on own initiative, and within a collaborative multi-team environment
  • Well organized, structured and detail-focused individual
  • Excellent Problem-Solving skills and experience

Physical Requirements:

  • Might be in a stationary position for a considerable time (sitting and/or standing)
  • The person in this position needs to move about inside office to access file cabinets, office machinery, etc
  • Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
  • Must be able to collaborate with colleagues via face to face, conference calls, and online meetings

ABOUT US:
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people's lives by fostering passionate, curious learners. As a leading provider of pre-K-12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.

PLEASE NOTE:
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group.

ABOUT US:
Houghton Mifflin Harcourt (NASDAQ:HMHC) is a global learning company dedicated to changing people's lives by fostering passionate, curious learners. As a leading provider of pre-K-12 education content, services, and cutting-edge technology solutions across a variety of media, HMH enables learning in a changing landscape. HMH is uniquely positioned to create engaging and effective educational content and experiences from early childhood to beyond the classroom. HMH serves more than 50 million students in over 150 countries worldwide, while its award-winning children's books, novels, non-fiction, and reference titles are enjoyed by readers throughout the world.
For more information, visit

PLEASE NOTE:
Houghton Mifflin Harcourt is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.



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