Job ID NumberR3718Employment TypeFull timeWorksite FlexibilityRemoteJob SummaryAs the Application Support Engineer, you will be responsible for the day-to-day support, maintenance, and enhancements of client applications.Job DescriptionThe Application Support Engineer is responsible for the day-to-day support, maintenance, and enhancements of client applications. This position is full-time, remote, and a long-term contract.The Application Support Engineer will engage with application vendors to escalate issues or coordinate patches and upgrades. They will respond to incidents and service requests within the established SLA's, using the designated ticketing system. Regular maintenance and upgrades, which may need to be performed after hours, are also part of their responsibilities.What You’ll DoMaintain and upgrade client applicationsMonitor daily processes and performance of applicationsRespond to and resolve incidents with applications and systemsAssist with the implementation of software enhancements and system upgradesProvide technical support for software-related issues to business usersCollaborate with Infrastructure teams on database and networking updates affecting applicationsWork with the CISO team to ensure security standards are maintained and addressedCollaborate closely with client IT employees and team members to ensure systems are properly maintained and business priorities are metWork with vendors to troubleshoot and address issues with applicationsUse ITIL tools and processes to conform with client standards for change and incident managementDocument existing architecture, support procedures, and project artifactsMentor and support other team members on compliance processes, technical procedures, and systemsWillingness to learn other applications and processesApply automation where possibleEngage with application vendors to resolve issues and address user questions/concernsCommunicate effectively with client team members to ensure they are updated on progress and resolve their issuesCreate and maintain SOPs for PMS known issuesCoordinate with the infrastructure team to ensure backups are performed and validated regularlyWhat You’ll NeedRequired:Bachelor’s degree or higher in Computer Science or a related field3-6 years of experience supporting IT applications, preferably in the veterinary care industryExperience working with applications and supporting production issues and project workExperience with desktop tools and applicationsProven ability to work with vendors regarding support issues, enhancements, and upgradesDesired:Knowledge of veterinary care patient management systems such as Avimark, Cornerstone, Impromed, Evetpractice, and EZVetFamiliarity with Microsoft productsUnderstanding of cloud systems and Software as a ServiceExperience with SQL and database managementPrevious healthcare or veterinary care experienceFamiliarity with ITIL concepts and toolsExperience with API support - MuleSoft, Web Services, Web APIFamiliarity with Waterfall and Agile SDLC methodologies and toolsOutstanding organizational skillsGood analytical skillsStrong written and verbal communication skillsWell-organized with the ability to manage multiple prioritiesSolid interpersonal skills and the ability to work in teamsAbility to drive work to completion and escalate when necessaryPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standardsSedentary work involving sitting or remaining stationary most of the time, with occasional need to move around the office to attend meetings, etc.Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitorReasonable Accommodation StatementIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 – 8111.Equal Employment Opportunity Policy StatementIt is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.