Merrill combines great people, best practices and advanced technology while empowering the communications of the world’s leading companies and professionals who support them. Whether it’s sales, finance, human resources, information technology and more, consider unleashing your talent at Merrill Corporation.

Job Description:

Summary:

Merrill Application Support offers exceptional opportunities to grow your career with leading edge cloud technologies in a fast-paced global environment.  Our employees are a dedicated and supportive team of the industry’s best people focused on collaboration, innovation and improving our products and ourselves.  We offer flexible hours, autonomy, a great work environment and training to build your skills and career.

As a Senior Application Support Engineer you will represent the Product team to triage and solve issues for our clients and our services organization. Application Support is seen as a team of creative, innovative problem solvers who drive solutions and improvements in the product for our customers.

Essential Duties

• Troubleshoot and solve complex product and configuration issues.
• Triage, clarify, prioritize and document client issues, workarounds and solutions. Be the point of contact for the R&D and Product Management for all Client Issues
• Facilitate collaboration and communication between team members, internal departments and clients.
• Represent Application Support in product sprints, client escalations and interactions with IT.
• Mentor and train new team members. 
• Participate in on-call rotation.

Qualifications

We are looking for a combination of these Technical Abilities:

• Experience with Java, C#, among other modern languages
• SQL and DBA Systems Experience
• Operations or Systems Administration Skills
• Cloud Computing Experience (Azure, AWS, etc)
• SaaS Networking Experience
• Big Data and Data Analytic tools and design

The person we are looking for has:

• Natural problem solving skills
• A technical aptitude and hunger to learn
• The Desire and Ability to be an Advocate of the Client
• Superior writing skills for capturing knowledge, documenting bugs and creating stories
• Strong organizing and time management skills
• A commitment to being a team player in a global support environment

Education &Experience:

• Bachelor’s Degree in Computer Science, Math, Engineering, IT, or equivalent.  Combination of relevant education and experience may be considered in the place of the Bachelor’s Degree.
• 5+ years professional experience in a software or IT environment.

Key Success Factors

Our most successful people have these attributes:

• Champions of Technical ideas
• Not afraid to take ownership of areas of a production software application
• Proven ability to manage customer expectations
• Ability to multi-task, effectively “switch gears” and manage multiple issues, actions, and time-critical tasks
• Have a passion for learning & exploring exciting new technologies
• Exceptional diagnostic ability and are skilled in learning and using industry standard tools and techniques
• Are strong trainers and coaches

Bonus Points for experience with:

• Mongo databases
• Alfresco
• Jira, Splunk, BigIP, Adobe LifeCycle,
• Problem management, incident management and root cause analysis techniques