Software Engineer Support III ( Chicago, IL 60654 )

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The Software Support Engineer works independently and as part of the End User Computing team to support and maintain Echo core applications. This role serves as a point-of-contact for end users reporting various application issues. It is pertinent that this person demonstrates proficiency in all Echo business functions and applications. They must exhibit effective communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all assigned problems and solutions are worked, escalated, and communicated in a timely manner.

Position Overview

The Software Support Engineer works independently and as part of the End User Computing team to support and maintain Echo core applications. This role serves as a point-of-contact for end users reporting various application issues. It is pertinent that this person demonstrates proficiency in all Echo business functions and applications. They must exhibit effective communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all assigned problems and solutions are worked, escalated, and communicated in a timely manner.

Required Skills

1. Must reside in Chicago, IL
2. Experience with Kubernetes, Docker, and AWS
3. 3+ years of experience working with VB.Net and C#
4. 3+ years of experience working with a DBMS (SQL Server Management Studio a big plus)
5. Basic understanding of HTTP requests (Get, Post, Delete, etc.) and what an API is (Big plus if experience working with Postman or another API tool)
6. Experience working with application monitoring tools like Splunk or Dynatrace – preferred but not required
7. Familiar with DevOps
8. Familiar with ITIL framework
9. Ability to work in an Agile environment
10. Strong problem-solving skills
11. Exceptional customer service skills
12. Excellent verbal and written communication skills
13. Self-managed, motivated, and team-oriented
14. Ability to multi-task in a fast-paced, fluid work environment
15. Strong time management skills in a fast-paced environment
16. Effective communication skills and a keen sense of ownership
17. Ability to follow tasks through to their completion with a high degree of accuracy and quality
18. Ability to be thorough in collecting information for a user’s environment and issue they are experiencing
19. Ability to follow detailed SOPs with consistency and little intervention from others after receiving training
20. 3+ years of prior application support experience
21. Bachelor’s Degree in Computer Science, Engineering, or related years of experience and technical skills - preferred but not required

Job Duties & Responsibilities

1. Provide advanced application support to end users
2. Ensure timely resolution of TECH requests by prioritizing and handling tickets from open to close, researching technical issues, escalating issues, and documenting resolutions
3. Work on bug fixes with autonomy
4. Investigate existing code and contribute to fixes
5. Lead innovation and continuous improvement
6. Implement automation
7. Implement improvements in processes and procedures to increase efficiency
8. Contribute to meeting the defined SLAs and KPIs of the team
9. Create Knowledge Base articles to document problems and solutions
10. Utilize Knowledge Base articles to resolve issues
11. Create new documentation or update existing documentation
12. Lead projects related to deployment and upgrade activities
13. Perform routine maintenance of select proprietary Echo applications
14. Other application support work as dictated by the needs of the business
15. Onboard new team members
16. Communicate effectively with both novice and proficient customers and end users
17. Collaborate regularly with both technical and business teams
18. Carry out root cause analysis
19. Maintain a professional demeanor and positively represent Echo technology in all end user and customer interactions
20. Work closely with the Service Desk Leads, Dev Teams, and QA team to confirm production defects and identify alternative solutions
21. Maintain an attitude of commitment through an outward display of willingness
22. Act in the interest of the overall team
23. Create and maintain a positive working relationship within the TECH Department and end user communities
24. Participate in the refinement and execution of TECH department and team initiatives
25. Participate in the expansion of the team’s knowledge and troubleshooting skills by offering effective cross-training and documentation
26. Participate in on-call rotation to provide 24x7 support
27. Work with infrastructure and development teams to gain a deep understanding of how the application is designed
28. Create and maintain Standard Operating Procedures for members of the Service Desk to follow where appropriate

Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.

Work Environment/Physical Demands Summary

This job operates in an office environment and uses a computer, telephone, and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the workday. The employee is regularly required to sit, talk, or hear.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.