Provides end-to-end support for business-critical applications by managing incidents, troubleshooting access, performance, configuration, SQL, and API issues, and performing root cause analysis. Documents resolutions, maintains knowledge bases, coordinates escalations with vendors and internal teams, trains clients, validates production changes, and identifies preventive improvements. The role is in-office in Markham, Canada, supports real estate enterprise platforms, and requires collaboration with technical and non-technical stakeholders.
Job Description
RequirementsRequirements
Position Overview:
The Application Support Engineer (ASE) is a hybrid techno-functional role responsible for providing endto-end support for business-critical applications, proactively resolving issues, and documenting solutions to ensure knowledge transfer and efficient onboarding. As a key application help desk and production support team member, the ASE ensures the smooth operation of software systems while working collaboratively with clients, internal teams, and external vendors.
Responsibilities:
• Incident Management:
- Serve as the primary point of contact for client-reported application issues raised through ticketing systems, email, or communication channels (e.g., Teams).
• Troubleshooting & Root Cause Analysis:
- Analyze, troubleshoot, and resolve application-related issues, including access, performance, and configuration problems.
• Technical Expertise:
- Query and analyze SQL databases to retrieve data and resolve discrepancies.
- Test and debug API integrations for real-time data exchange between software systems (e.g., MRI, IVIVA).
- Investigate browser-specific issues and recommend solutions (e.g., clearing cache).
• Documentation:
- Maintain a well-documented knowledge base with step-by-step guides for common issues.
- Log all incidents in a ticketing system, including troubleshooting steps and resolutions, to ensure traceability and consistency.
• Collaboration:
- Work closely with software vendors to escalate unresolved issues, ensuring timely responses within agreed SLAs.
- Partner with internal teams for cross-functional tasks such as testing, training, and process improvement.
• Client Training:
- Conduct remote and onsite sessions for end users to help them understand system functionalities and best practices.
• Continuous Improvement:
- Proactively identify recurring issues and implement preventive measures to enhance system stability.
• Production Validation & Testing:
- Perform post-implementation testing to verify the resolution of reported defects and validate system changes.
RequirementsRequirements
• Technical Skills:
- Strong knowledge of SQL for data queries and troubleshooting.
- Hands-on experience with REST/SOAP APIs, including testing via tools like Postman.
- Familiarity with enterprise applications such as Yardi, MRI Software, Procore, and IVIVA, RapidGlobal.
- Experience in cloud integration and debugging applications built on .NET frameworks is a plus.
- Knowledge of real estate enterprise software platforms & help desk support processes is considered an asset.
- Familiarity with applications such as Yardi, MRI Software, and Procore will be advantageous.
• Soft Skills:
- Excellent analytical skills to quickly understand and resolve complex issues.
- Strong communication skills to engage with technical and non-technical stakeholders effectively.
- Ability to manage stress and handle aggressive timelines or challenging clients.
• Industry Knowledge: Understanding real estate, property management systems, and accounting processes is preferred.
• Tools: Familiarity with ticketing systems, remote desktop applications, and collaboration platforms (e.g., Teams).
Education and Experience:
• Bachelor’s degree in computer science, IT, or a related field.
• 2+ years of experience in application support, technical troubleshooting, or a similar role.
• Exposure to real estate management systems and global client interactions is an asset.
Work Environment:
• Working Hours: 9:00 AM EST to 5:30 PM EST (Canada Time Zone).
• Location: In-Office (Markham, Toronto, Canada).
Additional Notes:
• The ASE must liaise with team leaders and managers, ensuring alignment with client expectations and internal escalation policies.
• Exposure to highly micromanaged environments and readiness to adapt to evolving workflows are required.
This role suits candidates who are passionate about technology, problem-solving, and delivering exceptional client experiences. We encourage you to apply if you are eager to work in a dynamic, fastpaced environment.
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