Technical Support Engineer

Company Description

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company. We are Making Possible™ products and solutions that help advance the industries we serve, providing branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers. We design and develop labeling and functional materials, radio frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and offerings that enhance branded packaging and carry or display information that improves the customer experience. Serving industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive — we employ approximately 35,000 employees in more than 50 countries. Our reported sales in 2024 were $8.8 billion. Learn more at www.averydennison.com.

At Avery Dennison, some of the great benefits we provide are:

• Health & wellness benefits starting on day 1 of employment

• Paid parental leave

• 401K eligibility

• Tuition reimbursement

• Employee Assistance Program eligibility / Health Advocate

• Paid vacation and paid holidays

Job Description

We are seeking a motivated and detail-oriented Technical Support Engineer to join our dynamic IT team. You will be the frontline of support for our cloud-hosted web application, responsible for diagnosing and resolving technical issues for our clients. The ideal candidate will have a strong technical aptitude, excellent problem-solving skills, and a passion for providing exceptional customer service. You will work closely with the Technical Support Lead to ensure a seamless and effective support experience for our users.

Key Responsibilities:

• Tier 2 Support: Serve as the primary point of contact for inbound support requests via phone, email, and our ticketing system. Provide timely and accurate solutions to application and system issues.

• Troubleshooting and Issue Resolution: Investigate, diagnose, and resolve complex technical issues related to our .NET-based application. This includes analyzing application logs in Azure App Insights, querying our MSSQL databases to identify data-related problems, and understanding application logic.

• Problem Identification: Proactively identify patterns in reported issues to help pinpoint root causes. Document and track recurring issues to contribute to long-term solutions.

• Escalation Management: Gather all necessary information for issues that require escalation. Clearly and concisely communicate the problem, steps taken to reproduce it, and your initial findings to the Technical Support Lead or the IT engineering team.

• Documentation: Create and maintain documentation for common issues and their resolutions in our knowledge base. Contribute to a library of resources that empowers both our users and our support team.

• Client Communication: Maintain clear and professional communication with clients, keeping them informed of the status of their support tickets and providing them with effective solutions.

Qualifications

• 1-3 years of experience in a technical support or application support role for a web-based application.

• Proficiency in writing and executing basic SQL queries to retrieve and analyze data for troubleshooting purposes.

• Familiarity with the .NET framework and the ability to read and understand C# code to trace application logic.

• Experience with application performance monitoring tools like Azure App Insights, Datadog, or similar is highly desirable.

• Familiarity with front-end technologies like JavaScript or Angular is a plus.

• Excellent problem-solving and analytical skills, with a keen attention to detail.

• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

• A customer-centric mindset and a commitment to providing a high-quality support experience.

Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.

Additional Information

The salary range for this position is $59,325 - $79,100/ year.

The hiring [base salary / wage rate] range above represents what Avery Dennison reasonably expects to pay for this position as of the date of this posting. Actual salaries will vary within the range, and in some circumstances may be above or below the range, based on various factors including but not limited to a candi