Application Support

Company Description

Redzone helps manufacturers make more stuff for less while greatly improving the employee experience. While there is a lot of hype around digital transformation, the factory of the future, and Industry 4.0, the focus has been on the equipment and technology – not the people. At Redzone, we are all about the people, what we call “the connected worker.” We make frontline teams more engaged and more productive so their lives improve while contributing to positive business outcomes. We do this by combining exceptional software and world class coaching, giving our customers an average productivity increase of 22% in 90 days. Redzone brings together Production, Maintenance and Quality teams, improving the communications between those teams to resolve issues and increase output. Decision making happens on the shop floor by the people doing the work, in real time, for immediate impact and a better overall employee experience.

With over 1000 customers, 1200 plants and 325,000 users, Redzone is changing the way people work – one plant at a time.

Job Description

Under the leadership of our Application Support Team Leads and Director, the Application Support position is responsible for ensuring our customers receive responsive, accurate, and empathetic feedback regarding questions and support needed using the Redzone Applications. 

Essential Duties

• Take ownership of and prioritize issues: seeing through the case life cycle until a resolution is reached.
• Provide timely and accurate troubleshooting to many customers for hardware and software issues. Replicate and document issues in Jira for engineering teams. 
• Engage with end-users on a variety of platforms (Zoom, email, or chat) to diagnose and resolve technical issues. 
• Manage and record all technical problems and resolutions using Intercom.
• Apply troubleshooting techniques before escalating. 
• Monitor the health of customer environments and proactively tackle issues. 
• Analyze records and logs to spot underlying trends and potential malfunctions. 
• Work alongside Engineering team to learn and stay current on new technologies for the Redzone Cloud infrastructure
• Celebrate team-based goals for best-in-class SLA and CSAT metrics. 
• Other duties as assigned.

Qualifications

• 1 to 3 years of experience as an application support agent or a role with similar responsabilities.
• Expert user in iOS, tvOS, and macOS.
• Advanced knowledge of Office 365 and MS Office (PowerPoint, Excel, Outlook).
• Sound judgement and excellent assessment skills.
• Excellent interpersonal and organizational skills.
• Strong written and verbal communication skills. 
• Able to successfully manage multiple deadlines and tasks.
• Ability to manage projects under stress and deadlines.
• Ability to work in a high paced, high growth environment.

Nice to have skills

• Jira
• DataDog
• Experience working for a SaaS company
• PowerBI/Tableau
• PLCs, OPC-UA, and Automation in Manufacturing
• Basic knowledge of manufacturing processes and quality control. 

Environmental Adaptability

• Ability to work in an office, or home office environment and/or a variety of office type settings. 
• Able to work in manufacturing plant settings. 

Judgement and Situational Reasoning Ability

• Ability to reason, review and instruct.
• Ability to use common-sense judgement in non-routine situations, such as evaluating implications of proposed procedures, policies and plans.

Language and Communication Ability

• Ability to comprehend/use publications and manuals related to individual’s role. 
• Ability to research and stay current with industry specific policies, methods, operations, and compliance.

Additional Information

We are looking for bright, intelligent, dynamic individuals who want to join us on this mission. Leaders that see the power in people and can leverage technology to change the way work is done. We ‘keep it real’ at QAD Redzone, so want to know who you really are. We love big personalities, with big ideas, who want to make a difference in the world. You will be hungry and driven and enjoy the challenge of changing an industry. You will be excited by the opportunity for working with the fastest growing company in the space, where hard work is recognized and rewarded accordingly.

Compensation Package:

• Base pay range:  $42,000 -  $75,000 USD Annual (12 Months) 
• Placement within our pay range will vary bas