Application Support Engineer

As part of our strategic growth, Amdocs is currently seeking an Application Support Engineer located in Seattle, WA.As an Application Support Engineer, one of your primary responsibilities will be to coordinate and complete customer requests using the suite of Qpass products. Utilizing the Qpass application, tools, and provided parameters, you will setup content providers to enable them to sell digital goods. Other duties include investigating content provider integration issues and other incidents related to the Qpass product and the hosted application environments. You will provide advanced Tier 1 technical support by working with internal and external customer operations teams, technical support engineers, Support Managers, and Qpass Support Center Leads to resolve support requests submitted to Qpass by its customer account teams.Responsibilities:Major Responsibilities: · Perform content provider setup requests and changes from customer account teams into the Qpass integration test environments and Production. · Provide technical support for Qpass digital media content partners and mobile commerce partners, via support tickets/cases.· Respond, resolve, and document actions taken (at a detailed level) related to service requests reported by the customer into ticketing systems.· Provide both written and verbal communication updates with Qpass’ customers and resolution descriptions related to incident cases and service requests.· Engage other technical support tiers in response to production service requests, and other reported technical requests Additional Responsibilities:· Contribute to the overall success of the Global Support Services department.· Participate in on-going training and mentoring of other team members.· Perform other assignments/duties as appropriate.Requirements:Required· Proven ability to provide excellent spoken and written communication working with external client accounts and multiple internal teams for daily support and incident management.· Demonstrated experience in documenting complete and clear details related to status of progress towards resolution of system incidents and service requests.· Ability to work and learn independently, using departmental procedures, in a fast-paced technical support center environment.· Must be a confident and professional action-oriented team player with the demonstrated ability to make a client feel at ease.· 2+ years as a Technical Support Engineer, Technical Analyst, Operations Technician, or equivalent in a fast-paced enterprise-class service organization.· 2+ years experience supporting applications using Linux, Apache, and SQL (Oracle, MySQL).· 2+ years experience supporting large scale web-based applications and eCommerce.· 2 + years experience supporting a highly available and secure application environment.· Expertise using ticket/case tracking tools for documenting customer requests and incidents.· Experience using Digital Certificates, XML, API.· Proven knowledge of Perl and/or Java.Desired· Previous experience creating/contributing to technical training documentation· Web development experience, including knowledge of HTML, XML· Knowledge of mobile data servicesEducation· BA/BS. Business with Technology focus or Computer Science is preferred.Travel/Relocation:Minimal travel may be required for this position.  Domestic relocation assistance is available.