Application Support Engineer

Company: KLDiscovery
Location: Austin
Posted on: January 16, 2020

Job Description:

KLDiscovery, one of the largest national eDiscovery providers, is currently seeking an Application Support Engineer for our Austin, Texas office. This role requires someone with exceptional technical knowledge and outstanding people skills. It requires the ability to provide outstanding levels of service in a fast moving, constantly changing and flexible environment. The ideal candidate will have a minimum of 2-5 years of proven success in enterprise application support and customer service. A technical understanding of hardware, software, development and production support methodologies is desired.

Under the general supervision of the Director of Application Support, the Application Support Engineer will have the following responsibilities:

* Interact closely with Operations, Project Managers, and Client Support to understand needs and develop requirements in order to implement and support customer facing applications.

* Plan and perform application upgrades, evaluate and install patches and resolve application related problems.

* Investigate and troubleshoot issues by determining root cause to remediate application issues and develop proactive measures to prevent future occurrences.

* Centrally document, track, and monitor known application issues to ensure a timely resolution.

* Adhere to change management procedures, including review, coordination, communication, implementation and follow-up procedures as they relate to KLDiscovery/Client expectations and industry standard best practices.

* Demonstrate the ability to work in a highly visible, fast paced environment with minimal supervision and major responsibility.

* Serve as point of escalation, guidance, training, and mentoring to Client Support and others as needed.

* Stay up-to-date with application best practices, relevant certifications where appropriate to drive maximum performance and value.

* Centrally document systems designs, configurations, and troubleshooting guidance by writing and diagraming relevant information and creating FAQs/environmental handbooks/Known Issues.

* Communicate updates and issues in a direct and timely manner via all communication modalities and in accordance with all applicable SLA/SLOs.

* Meet or exceed completion dates and requirements of projects and milestones.

* Provide technical guidance/support, documentation and processes to internal clients for:

* Mass migrations

* Mass acquisitions

* Email archive environments

* Assist internal clients with other messaging systems as required.

* Assist with other IT tasks as required/assigned.

* Maintain a general understanding of our industry and trends and a thorough understanding of all company products and services and technologies

Education:

* Require a bachelor's degree in a Computer Science (or equivalent experience), with at least 4 years of experience in IT or application support

Experience:

* 2-5 years of experience with enterprise application support and customer service

* A proven ability to implement appropriate enterprise methodologies that ensure effective management of technical risk, smooth integration of products and dependencies, and system quality.

* Experience with E-Discovery applications such as Relativity, Veritas, Summation, LAW EnCase and/or Nuix

* Experience with enterprise backup solutions such as Comvault, Veeam and/or Netbackup

* Experience with enterprise archive solutions such as Veritas, Proofpoint, ZipLip and/or HubStor desired

SPECIAL SKILLS OR KNOWLEDGE

* Has knowledge of commonly-used customer support concepts, practices, and procedures

* Strong customer service focus

* Understanding of SQL Administration and ETL (Extract, Transform and Load) concepts, tools and repositories

* Windows and Linux server administration experience desired

KLDISCOVERY OFFERS:

* A friendly and welcoming team-oriented environment

* Opportunities for career advancement and growth

* Casual dress

* Great location

* Medical/Dental/Vision benefits as well as company provided Life Insurance, Short Term and Long Term Disability

* Paid Time Off

* 401k retirement savings plan with company match

* Tuition assistance

OUR CULTURAL VALUES

Entrepreneurs at heart, we are a customer first team sharing one goal and one vision. We seek team members who are:

* Humble - No one is above another, we all work together to meet our clients needs and we acknowledge our own weaknesses

* Hungry - We all are driven internally to be successful and to continually expand our contribution and impact

* Smart - We use emotional intelligence when working with one another and with clients

Our culture shapes our actions, our products, and the relationships we forge with our customers. It helps us stand out in an ever-increasing crowd of providers. It is special and it is unique. It is KLDiscovery.

WHO WE ARE

KLDiscovery is a leader in eDiscovery management solutions, providing end-to-end legal and technology consulting services to AmLaw 200 law firms, Fortune 500 corporations, and government agencies. Established in 2005 and headquartered in McLean, VA, KLDiscovery built its reputation as a leader in eDiscovery and customer satisfaction with a culture of client first and success through teamwork and humility. The company has 43 offices in 20 countries, 12 data centers and 14 data recovery labs around the globe.

KLDiscovery is one of the fastest growing companies in North America as recognized by both Inc. Magazine (Inc. 5000) and Deloitte (Deloitte Technology Fast 500), and our President, Chris Weiler, is an Ernst & Young Entrepreneur of the Year 2014 Award Winner. KLDiscovery is an Orange-level Relativity Best in Service Partner and its data centers are ISO/IEC 27001-certified as well as HIPAA, GLB and EU Privacy Shield compliant.

This job description is to be used as a guide for accomplishing company and department objectives and is not intended, and should not be construed to be an all-inclusive list of responsibilities, skills, efforts or working conditions associated with a job. Management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary.

KLDiscovery is an Equal Opportunity

Keywords: KLDiscovery, Austin , Application Support Engineer, Other , Austin, Texas