Application Support Engineer

Application Support Engineer

Location: North America (Remote) - But within practical driving distance to Charlotte or Cambridge

Reports To: Team Lead, Technical Operations

Department: Data Operations

Position Summary

The Tier 2 Application Support Engineer is an advanced support and escalation role within AGDATA's Technical Operations organization. This role provides deep functional, data, and technical support with an immediate focus on AgCelerate and certain other AGDATA applications (e.g. AgCore, AgCollect, SMS, and client-specific data solutions) currently supported by AGDATA's Pune, India - based engineering teams. This position serves as the primary North America–based escalation point for complex production issues that require strong business analysis, advanced SQL investigation, and, ideally, software development expertise. The role partners closely with Operations (especially Customer Support), Product Management, Engineering, and our Quality & Continuous Improvement teams to investigate critical issues, perform root-cause analysis, and improve platform stability and supportability over time – all in the spirit of driving client sat and retention.

Responsibilities / Primary Duties

Application & Data Support (Tier 2)

• Serve as an escalation point for complex functional, data, and workflow-related issues beyond Tier 1 support.
• Perform in-depth business analysis to understand expected system behavior, client workflows, and downstream impacts.
• Use advanced SQL skills to investigate data discrepancies, validate calculations, and support root-cause analysis.
• Partner with internal partners, clients and/or data submitters to troubleshoot, document recommended fixes and/or requirements for review by PO, and/or validate expected outcomes.

Engineering-Level Support (Tier 3) – Ideal Candidate

• Act as the highest level of escalation for issues requiring code-level investigation and remediation recommendations.
• Debug and document production issues for resolution/implementation by Engineering. Recommend longer-term fixes/solutions, as appropriate.
• May identify and make recommendations to address time-sensitive performance issues and/or stability concerns negatively impacting production performance for evaluation/review by PO.

Cross-Functional & Operational Responsibilities

• Serve as a key North America partner to Pune, supporting escalation and collaboration and ensuring highly responsive, effective troubleshooting and issue resolution.
• Emphasis on collaboration with Product Owners to schedule fixes and agreed-upon enhancements.
• Participate in occasional early-hour and/or after-hours support for time-sensitive issue resolution.
• Document findings and contribute to continuous improvement efforts.

Minimum Requirements

• Bachelor's degree in Computer Science, Information Systems, Business Analytics, or equivalent experience.
• 5+ years of experience in application support, software engineering, or a similar hybrid role.
• Solid SQL and data understanding, including the ability to analyze queries, validate data, and understand data flows and transformations across systems.
• Proven experience supporting complex data solutions specifically, including solutions with no front-end applications.
• Basic understanding of CRM/MDM principles and structures
• A curious mindset and ability to understand agribusiness workflows and the business context behind reported issues.
• A collaborative approach, especially during ramp up, to work closely with key NA and Pune partners during triage and root cause analysis.
• Excellent written and verbal communication skills, including the ability to facilitate investigative discussions and translate complex topics in a way that both technical and non-technical stakeholders can understand. Ability to work effectively with AGDATA clients and partners.
• The ability to manage multiple time-sensitive priorities concurrently and to inspire a calm approach to resolving escalated situations.

Other Qualifications (Highly Desirable – Ideal Candidate)

• Strong debugging and troubleshooting skills to investigate issues across UI, APIs, databases, and integrations.
• Working knowledge of.NET MVC and Web APIs to effectively support application workflows and service-level issues.
• Source control awareness, with the ability to identify recent changes from CI/CD pipelines or repositories during investigations to pinpoint potential regressions.
• Experience with SAP, Salesforce, and/or other ERP and CRM application integrations
• Strong understanding of Agile/Scrum methodologies and experience leading via influence across cross-functional delivery teams
• Certification in Lean, Six Sigma or other quality/continuous improvement frameworks, and/or Agile methodologies
• The ability to read, understand, and debug issues at a high level in SSIS or SSRS