Campus Management Technical Support Engineer in Cincinnati, Ohio

The Technical Support Engineer will be responsible for providing Level 2 support for the Radius by Campus Management, ApplyYourself, Connect, and AppReview clients. The Engineer will need to possess a deep knowledge of the entire Admissions product line, including all product features, upcoming releases, known issues, and workarounds. responsible for monitoring the performance and health of production systems and take immediate corrective action based on alerts. Work closely with development and engineering to ensure our clients’ issues and needs are supported by product releases.

  • Must be able to proactively solve client problems that are escalated to the Technical Support team from internal Client Solutions/Level 1 team.

  • Handling a multitude of application support-related tasks on a daily basis and prioritize them accordingly, communicating expectations to appropriate parties

  • Interacting with multiple technical departments/teams to resolve problems

  • Perform a deep analysis of client and application problems/issues and document them in a detailed format so that they are easily reproducible and resolved.

  • Generate customized reports on querying client databases

  • Produce documentation for internal best practices

  • Oracle/SQL Server/MySQL SQL knowledge – ability to analyze existing database tables and perform “under the cover” type SQL work that the product suite might currently lack

  • Programming understanding (.Net/Java/PHP) ability to debug .NET/Java code to help uncover workarounds for core product issues.

  • Web/Application Server Administration/Monitoring – (IIS/Apache/Tomcat) ability to assist in the monitoring of web and application servers for product suite and perform various low-impact administrative tasks

  • Bachelor’s degree in related discipline or equivalent years of related experience required

  • 2 years professional experience in supporting web-based software applications for external and internal clients

  • 2 years experience with HTML, DHTML, CSS, JavaScript, XML, SSH, and SFTP a plus.

  • 2 years experience working closely with other teams (i.e., Development, DBA, QA, Infrastructure) to liaise on client production issues and future improvements to the solution set.

  • Ability to work a variety of shifts to support a global 24/7/365 staffing as well as work a rotating on-call schedule for support during after-hours and weekend hours.

  • Knowledge of product support principles, practices, techniques, and tools

  • Ability to create and edit written materials

  • Knowledge and appreciation of business concepts and requirements as applicable to higher education is a plus

  • Bachelor’s degree in related discipline or equivalent years of related experience required

  • 2 years professional experience in supporting web-based software applications for external and internal clients

  • 2 years experience with HTML, DHTML, CSS, JavaScript, XML, SSH, and SFTP a plus.

  • 2 years experience working closely with other teams (i.e., Development, DBA, QA, Infrastructure) to liaise on client production issues and future improvements to the solution set.

  • Ability to work a variety of shifts to support a global 24/7/365 staffing as well as work a rotating on-call schedule for support during after-hours and weekend hours.

  • Knowledge of product support principles, practices, techniques, and tools

  • Ability to create and edit written materials

  • Knowledge and appreciation of business concepts and requirements as applicable to higher education is a plus