Job Description

Overview:We are seeking a Applications Engineer to join our growing team!About UsCommunity Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success. Responsibilities & Qualifications:Position SummaryWe are looking for an Applications Engineer to join our Hosting Operations team. Working as a bridge between customers and engineering teams, Application Engineers use customer input and sales information to design or re-design, setup, test and implement complex software programs and applications. They also provide technical support and expertise to customers, troubleshoot applications, responding to customer feedback, installations, maintenance and monitoring, often documenting and reporting on customer environments. The primary responsibility of this position is to provide and manage, support, maintain availability, performance and security of the server infrastructure. This position will be located in our Pune Office with remote work option and preferred to work in US shift.A Day in the Life

• Provide front line communication to internal and external customers for hosting requests that require hosting partner support, including (but not limited to) server certificate installs, new site buildouts and updates, overwrites, vanity URLs requests, and other requests as needed

• Triage cases in managed hosting services queue and assign or update as needed, communicating with hosting partner and providing updates to customer

• Follow processes for case triage and updates as defined in standard operating procedures

• Ability to work across multiple teams and products

• Responsible for positive support interactions

• Responsible for reviewing and managing notifications and correspondence for multiple shared mailboxes

• Manage incoming emails from hosting partner

• Update, create, and maintain SOP and process documents as needed

• Review case backlog and update cases as needed

• Develop technical understanding of proprietary Association Management products and corresponding application knowledge

• Perform troubleshooting, testing, code deployment and custom configuration tasks

• Excellent relationship building skills and ability to work both individually and as a member of a team are necessary.

• Must be able to meet tight deadlines, lead by example, willing and able to roll-up sleeves and dive into the details when necessary

• Proven track record building successful relationships and partnerships at all organizational levels, internally, externally, intra and interdepartmentally. Strong client focus with exceptional collaborative and influencing skills.

We would love to chat if you have...

• 3+ years of Application Support and Implementation Engineering experience

• Professional experience with Microsoft technologies such as Office, Domain Controllers, OS, IIS, and remote desktop

• Working experience of monitoring technologies such as Nagios, cloudwatch and Pindom

• Working experience of backup

• Basic SQL Server management and query

• Experience with Cloud hosting environments

• Use of Ticketing System Software for support requests

• Knowledge of client environment or network troubleshooting strategies

• Practical experience providing client direct Technical or Product related support over phone, email, or ticketing system

• Understanding of proper change control procedures

• Ability to analyze logs to help find solutions to client issues.

• Willing to work in Third shifts - 6:30 PM to 3:30 AM.
• Relevant Engineering Degree or MCA or MCM Graduate with good academic grades.

Good to have

• AWS/AZURE/Windows certification

• Familiarity with ITIL or Microsoft Operations Framework guidelines

• Familiarity with PowerShell

• Knowledge of Proper change control practices

• Familiarity with change control software

• Preformed Monitoring and Maintenance tasks for a distributed system

• Understanding of security best practices and how to protect customer data

• Worked with websites and web applications including setup and configuration

• Understanding of Firewalls

Total Rewards:Why work here?Good People, Doing Good Things: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

• Planned Paid Time Off
• Purpose-Driven Culture
• Work-Life Balance

• Passionate About Community Involvement
• Company Paid Parental Leave

All persons hired will be required to:

• Verify their identity,
• Verify they are eligible to work (without sponsorship) in the country they are to be employed in, and

• Complete any required employment eligibility verification form upon hire.

Community Brands