Senior Application Support Manager - Exiger
Loveland, OH
About the Job
Sr. Application Support Manager
Exiger is a high-growth risk intelligence and technology company helping governments and companies surface and mitigate their supply chain, customer, and vendor risk exposures, which, undetected, present critical threats to the safety and well-being of their most valuable assets.
Our Product team comprises experienced software and IT professionals with a wide range of specialties and interests, and our solutions leverage big data, AI, and natural language processing technologies.
As an Sr. Application Support Specialist, you will provide both internal and client-facing technical support across Exiger's product suite throughout the client lifecycle, from presales to customer onboarding to BAU activities.
This position requires a confident individual with excellent verbal and written communication skills and advanced computer skills. The ability to digest and communicate technical concepts to end-users in a simple but clear and succinct manner is critical. You must be highly detail-oriented and comfortable with navigating and leveraging various tools and resources simultaneously to find efficient solutions for end-users and stakeholders.
As an Sr. Application Support Specialist, you will interface with a wide variety of internal and external stakeholders, and as such you will be presented with myriad opportunities for self-development, growth, and acquiring subject matter expertise. Training will be provided on Exiger's diverse product suite.
What You'll Do:
- Develop an extensive working knowledge and subject matter expertise of our product suite (product training will be provided)
- Proactively optimize support processes and identify workstreams that can benefit form automations
- Work with clients and client delivery teams to set up platform and single sign-on integrations as needed
- Regularly contribute to internal/external knowledgebase
- Coordinate and prioritize support requests, identify escalation situations, and follow appropriate escalation procedures
- Provide end-user application support via email as well as web conferencing when requested
- Analyze and troubleshoot problems effectively while minimizing response time, and provide regular updates to end-users throughout the resolution process.
- Take ownership of support issues until final resolution and ensure customer satisfaction through end-to-end support solutions.
- Participate in testing of new product releases and provide feedback to development teams
- Assist Technical Operations team with server support
- Effectively manage handover of issues and tasks in a follow-the-sun support model
- Occasionally participate in rotational shift coverage (with advance notice/scheduling)
What You Need:
- 5+ years of application support experience in a technical support environment
- Excellent communication skills, both verbal and written
- Strong Excel and data analysis skills
- Able to work remotely in a team environment and remain self-motivated
- Able to multitask while balancing competing priorities
- Experience working with Government clients
- Ability to obtain security clearance
- Familiarity or experience with Postman and API
- Experience with Okta or any other Identity Providers (IDP)
- Previous experience with JIRA or other issue-tracking software
- Previous experience with service desk software (Zendesk, Salesforce, Jitbit, Desk.com, etc).
- Strength in one or more of the following: database administration, scripting, technical writing, server management, product training, process improvement, project management
Why Exiger is an Amazing Place to Work:
- Discretionary Time Off for all employees, with no maximum limits on time off
- Industry-leading health, vision, and dental benefits
- Competitive compensation package
- 16 weeks of fully paid parental leave
- Flexible, hybrid approach to working from home and in the office where applicable
- Focus on wellness and employee health through stipends and dedicated wellness programming
- Purposeful career development programs with reimbursement provided for educational certifications
This position is not eligible for residents of California, Colorado, or New York
Exiger is revolutionizing the way corporations, government agencies and banks manage risk and compliance with a combination of technology-enabled and SaaS solutions. In recognition of the growing volume and complexity of data and regulation, Exiger is committed to creating a more sustainable risk and compliance environment through its holistic and innovative approach to problem solving. Exiger's mission to make the world a safer place to do business drives its award-winning AI technology platform, DDIQ, built to anticipate the market's most pressing needs related to evolving ESG, cyber, financial crime, third-party and supply chain risk. Exiger has won 30+ AI, RegTech and Supply Chain partner awards.
Exiger's core values are courage, excellence, expertise, innovation, integrity, teamwork and trust.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.