Application Support Engineer - Canada

Job Description

Position Overview:

The Application Support Engineer (ASE) is a hybrid techno-functional role responsible for providing endto-end support for business-critical applications, proactively resolving issues, and documenting solutions to ensure knowledge transfer and efficient onboarding. As a key application help desk and production support team member, the ASE ensures the smooth operation of software systems while working collaboratively with clients, internal teams, and external vendors.

Responsibilities:

• Incident Management:

  - Serve as the primary point of contact for client-reported application issues raised through ticketing systems, email, or communication channels     (e.g., Teams).

• Troubleshooting & Root Cause Analysis:

• Analyze, troubleshoot, and resolve application-related issues, including access, performance, and configuration problems.

• Technical Expertise:

   - Query and analyze SQL databases to retrieve data and resolve discrepancies.

• Test and debug API integrations for real-time data exchange between software systems (e.g., MRI, IVIVA).

• Investigate browser-specific issues and recommend solutions (e.g., clearing cache).

• Documentation:

• Maintain a well-documented knowledge base with step-by-step guides for common issues.

• Log all incidents in a ticketing system, including troubleshooting steps and resolutions, to ensure traceability and consistency.

• Collaboration:

• Work closely with software vendors to escalate unresolved issues, ensuring timely responses within agreed SLAs.

• Partner with internal teams for cross-functional tasks such as testing, training, and process improvement.

• Client Training:

• Conduct remote and onsite sessions for end users to help them understand system functionalities and best practices.

• Continuous Improvement:

• Proactively identify recurring issues and implement preventive measures to enhance system stability.

• Production Validation & Testing:

• Perform post-implementation testing to verify the resolution of reported defects and validate system changes.

Requirements

Requirements

• Technical Skills: 

• Strong knowledge of SQL for data queries and troubleshooting.

• Hands-on experience with REST/SOAP APIs, including testing via tools like Postman.

• Familiarity with enterprise applications such as Yardi, MRI Software, Procore, and IVIVA, RapidGlobal.

• Experience in cloud integration and debugging applications built on .NET frameworks is a plus.

• Knowledge of real estate enterprise software platforms & help desk support processes is considered an asset.

• Familiarity with applications such as Yardi, MRI Software, and Procore will be advantageous.

• Soft Skills:

• Excellent analytical skills to quickly understand and resolve complex issues.

• Strong communication skills to engage with technical and non-technical stakeholders effectively.

• Ability to manage stress and handle aggressive timelines or challenging clients.

• Industry Knowledge: Understanding real estate, property management systems, and accounting processes is preferred.

• Tools: Familiarity with ticketing systems, remote desktop applications, and collaboration platforms (e.g., Teams).

Education and Experience:

• Bachelor’s degree in computer science, IT, or a related field.

• 2+ years of experience in application support, technical troubleshooting, or a similar role.

• Exposure to real estate management systems and global client interactions is an asset.

Work Environment:

• Working Hours: 9:00 AM EST to 5:30 PM EST (Canada Time Zone).

• Location: In-Office (Markham, Toronto, Canada).

Additional Notes:

• The ASE must liaise with team leaders and managers, ensuring alignment with client expectations and internal escalation policies.

• Exposure to highly micromanaged environments and readiness to adapt to evolving workflows are required.

This role suits candidates who are passionate about technology, problem-solving, and delivering exceptional client experiences. We encourage you to apply if you are eager to work in a dynamic, fastpaced environment.