Application Support Engineer

**About PetroApp**:
PetroApp is an innovative platform designed to streamline and optimize processes within the oil and gas sector. Our mission is to empower businesses with real-time insights, data-driven decision-making, and user-friendly interfaces that enhance operational efficiency and lower costs.

**Role Overview**:
As an **Application Support Engineer** for PetroApp, you will be responsible for ensuring the stable, efficient, and secure operation of our core platform and related services. Along with standard support activities, you will play a **key role in training staff and stakeholders** on how to utilize the PetroApp system effectively. You will collaborate with cross-functional teams (Development, QA, DevOps, and Product) to deliver a seamless experience for PetroApp’s customers and internal users.

**Key Responsibilities**:

- **Technical Support & Troubleshooting**- Diagnose, research, and troubleshoot complex technical problems on the platform.
- Escalate issues to the appropriate teams when necessary, and follow up to ensure timely resolution.
- **Monitoring & Incident Management**- Monitor system performance, availability, and capacity, quickly identifying potential bottlenecks or incidents.
- Coordinate and participate in incident resolution, including root cause analysis (RCA) and implementing corrective actions.
- **Staff & Customer Training**- Develop and deliver training sessions, documentation, and tutorials for PetroApp users (both internal staff and external clients).
- Create and maintain a comprehensive knowledge base and training materials to ensure new hires and existing staff can effectively use the PetroApp system.
- Gather feedback and iterate training approaches to continually improve user adoption and platform satisfaction.
- **Release & Deployment Support**- Provide pre
- and post-deployment validation and testing to ensure smooth releases with mínimal disruption.
- **Documentation & Knowledge Base**- Maintain a comprehensive documentation library for troubleshooting, standard operating procedures (SOPs), and best practices.
- Ensure knowledge transfer by training new team members and proactively sharing solutions internally.
- **Continuous Improvement**- Identify areas for process optimization to enhance support efficiency and reduce recurring incidents.
- Work closely with development teams to suggest improvements, address recurring technical issues, and enhance overall user experience.
- **Customer Engagement**- Communicate effectively with internal stakeholders and external customers, providing updates on ticket status, resolutions, or escalations.
- Gather feedback to influence feature enhancements or product improvements.

**Requirements**:

- **Education**: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- **Experience**:
- Hands-on experience with cloud platforms (AWS).
- **Technical Skills**:
- Proficiency in SQL and relational databases (MySQL).
- Basic knowledge of scripting languages (e.g., Bash, Python) and familiarity with version control (e.g., Git).
- Understanding of network protocols, REST APIs, and web services.
- Experience with monitoring and logging tools (e.g., DataDog.
- **Soft Skills**:
- Strong presentation and communication skills to effectively train various audiences (technical and non-technical).
- Excellent problem-solving skills with the ability to handle pressure in high-stakes situations.
- Detail-oriented and highly organized, with the ability to prioritize tasks effectively.

**Benefits**
- Private Health Insurance
- Pension Plan
- Paid Time Off
- Work From Home
- Training & Development
- Performance Bonus