Application Support Analyst

Join a Montreal headquartered company that helps organizations around the world create a personalized journey of impact and fulfillment for their people. Explorance offers innovative People Insight Solutions because we believe that each experience matters.

Explorance is a rapidly growing software company recognized for its unique workplace culture. We strive to be the best we can for our people, our customers, and the community. Currently, we are looking for an Application Support Analyst who always strives for software excellence and continuous improvement.

What You Will Do

• Unblocking of Customer Support driven issues
• Investigate issues and provide root cause analysis
• Validating issues against product requirements
• Research issues through code, documentation and interviewing knowledge and stake holders
• Creating action items from customer raised issues
  • Providing workarounds to Customer Support driven issues
  • Reporting bugs and product suggestions to product management team
  • Reporting documentation improvement requests to technical writing
  • Continuously contributing to the troubleshooting guide and Improving internal knowledge documentation
  • Propose infrastructure and system/software configuration changes to address production issues.
• Contributing to the incident report
• Escalate to proper teams in a timeframe that respect our service level agreements

Technical Skills

• Experience in supporting a .Net based web application.
• Ability to identify complex issues by debugging the application and by analysing traces and logs and escalate it to L3 team.
• Experience in writing T-SQL Queries, Stored Procedures, Functions etc. to investigate and fix issues.
• Experience in creating Scripts using PowerShell to automate recurring/scheduled tasks and/or facilitate handoff.
• Experience in Server-side languages like C#, ASP.NET is an added advantage.
• Be proficient with JIRA to assign requests to other support/dev teams, track or follow up on requests.
• Effectively time management and Prioritization skills in order to meet high level of service.
• Understanding of Software Architectures and API Designs.
• Understanding of Distributed Systems Designs
• Understanding of SDLC (Software development Life Cycle)
• Understanding of Software Quality best practices
• Understanding of System administration and networking

Soft Skills

• You are hardworking and eagerly embrace the challenge of solving problems, both with software and soft skills.
• You are resourceful, flexible and hold self-accountable and persevere in the face of obstacles.
• You are an articulate communicator, proficient in both verbal and written English/language and enjoy crafting clear and concise messages to customers.
• You are curious about technology and software and learning how our customers use our product.
• You are a standout teammate who believes that the whole is greater than the sum of all parts.
• You are empathetic and enjoy teaching customers at all levels of technical proficiency.
• You are self-aware and are open to adapting to changing environments.
• You follow through on your commitments (and are honest when something is over your head)!

Other Requirements

• Only apply if you are a Chennai (or surroundings) resident that is interested in being part of a vibrant and highly engaged at-the-office culture.

At Explorance, we take inclusion to heart and live it each day. We put the ‘human’ first in everything we do and take pride in our authenticity and culture of inclusion. We therefore encourage persons of any race, religion, ethnicity, gender identity, sexual orientation, age, immigration status, disability or other applicable legally protected characteristics to apply. We make employment-related decisions without regard to any of these characteristics. And to ensure a safe workspace for all our employees, all employment is contingent upon receipt of a satisfactory background and reference check.

About Explorance
Explorance empowers organizations with next-generation feedback analytics to accelerate the insight-to-action cycle, encouraging the philosophy of “Feedback for the brave” to driven purpose, impact, and growth. Bringing 20 years of expertise, Explorance, a member of the World Economic Forum and a trusted partner for 35% of Fortune 100 companies and 25% of the world’s top higher education institutions, has influenced over 25 million individuals with award-winning solutions like Blue, Metrics That Matter, and MLY. Consistently among the top employers by the Great Places to Work Institute®, Explorance, a Brandon Hall AI award winner, is also a two-time Global Leader in the 360-degree feedback market by Fortune Business Insights. Visit explorance.com or connect on LinkedIn, Facebook, and X.