Senior Application Support Engineer (L3)

Hiring Location

This is a remote position. We are accepting applications from candidates in the following locations for this exciting opportunity:

• USA: Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas and Utah

• Canada: Ontario, Quebec

About Phorest

Phorest powers over 11,000 hair, beauty, and medi-spa businesses using our software across the globe. Our aim is to capture 25% of the market globally — that’s one million businesses and a billion-dollar company.

We’re continuing to grow and are excited to add a new member to the team. You’ll join a group of highly motivated individuals working together to help Phorest grow even faster.

The Opportunity

You will join the Salon Operations product group and work with our engineers and product managers to be the voice of the customer and ensure we are aware of, and fixing their pain points. On your journey, you will become a subject matter expert in Salon Management and the Back of House areas of the platform ensuring our clients receive the best possible experience.

What You Will Do:

• Delivering a high standard of technical customer service and building strong customer relationships

• Production issue troubleshooting, resolution, and root cause analysis - you will have access and learn to use our advanced production monitoring tools

• Be part of a team of software engineers, attending stand-ups, and planning sessions

• Investigation of reported issues in the system to make sure we are responding to clients needs in a timely manner.

• Escalation of appropriate issues to the Product and Development teams

• Creating and maintaining concise and clear knowledge articles

• Mentoring for Level 2 (L2) engineers to help them progress in their career

Who you are:

• Application support experience for high traffic web / cloud based systems, or experience in other technical roles like QA or software engineering

• Experience with relational databases (MySQL, PostgreSQL, etc.)

• Experience working with APIs (REST/JSON, GraphQL)

• Ability to read and analyse application and/or database logs

• Demonstrated ability to exercise judgement to determine appropriate solutions to complex customer technical issues

• Ability to effectively collaborate with folks across multiple disciplines to ensure that key business needs are addressed

• Ability to adapt quickly to changing priorities and customer needs

• Growth mindset - willingness to hone and develop your skills

• Basic understanding of fundamentals of programming

Nice to have:

• Experience with one or more SaaS logging or reporting platforms

• Experience working with applications deployed on AWS Infrastructures

• Working knowledge of Java

• Working knowledge of frontend technologies (HTML / Javascript / Ember / React Native / Swing)

Benefits

🧘 Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks. 

💰 Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options. 

🤓 Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning.

😎 We like to have fun, build camaraderie through regular social events. 

👯 Phorest also encourages Employee Resource Groups, you will have the opportunity to join or champion a club, society, or group. 

Phorest is an equal opportunities employer. We value diversity at our company and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. So if you think you have what it takes, but don't necessarily meet every single point on the job description, please still get in touch. We'd love to have a chat and see if you could be a great fit.