Application Support Engineer

Houston, TX
Full Time
Experienced
Position Summary
The Application Support Engineer provides first-line support for enterprise applications used by North America operations, with a primary focus on procurement and related business systems. This role is responsible for responding to user issues, troubleshooting functional problems, and coordinating with global IT teams to resolve complex incidents. The position plays a key role in ensuring system availability, user satisfaction, and effective communication between business users and headquarters support teams.

Key Responsibilities
1. First-Line Application Support
  • Respond to user inquiries related to system usage, access, and functional issues.
  • Troubleshoot common application errors and guide users through resolutions.
  • Provide support via ticketing system, email, phone, or remote sessions.
  • Maintain clear documentation of issues and resolutions.
2. Incident Management and Escalation
  • Classify and prioritize tickets according to defined procedures.
  • Escalate complex issues such as system defects, integration problems, or data inconsistencies to second-line or development teams.
  • Track escalated incidents and provide status updates to users.
3. User Support and Process Guidance
  • Assist users with system workflows, forms, and procurement processes.
  • Support onboarding of new users, including access and basic training.
  • Contribute to improving user guides and FAQs.
4. Continuous Improvement and Feedback
  • Identify recurring issues and propose improvements.
  • Collect user feedback and communicate enhancement requests to global teams.
  • Support testing and validation when system updates or changes are released.

Qualifications
Required
  • Bachelor’s degree in Information Systems, Computer Science, Business Systems, or related field, or equivalent experience.
  • 2+ years of experience in application support, IT helpdesk, or ERP support.
  • Strong troubleshooting and analytical skills.
  • Good communication skills in English, both written and verbal.
Preferred
  • Experience supporting ERP, procurement, or supply chain systems.
  • Familiarity with ticketing systems and incident management processes (ITIL concepts).
  • Basic understanding of databases or system integrations.
  • Ability to communicate in Mandarin Chinese is a plus for coordination with headquarters.

Core Competencies
  • Problem solving and logical troubleshooting
  • Customer-oriented mindset
  • Clear communication and documentation
  • Ability to work across time zones and teams
  • Attention to detail and follow-through

Working Environment
  • Office-based in Houston with interaction across North America sites and global IT teams.
  • Occasional after-hours coordination may be required during critical incidents or system releases.
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