Senior Application Support Engineer, Managed Services

At Horizontal Digital, we hold ourselves to one key belief: You’re only as good as your worst customer experience. This mantra is what drives our digital consultancy to think beyond the easy answers and instead create websites, apps, portals, and other experiences that solve customer needs for Fortune 500 companies in intuitive and empathetic ways. And we make this lofty standard a reality by fusing strategy, data, design, and technology together to arrive at solutions that set the bar higher for everyone.

We use these values to fuel superior results:

Lock arms
We forge relationships that make our impact 1,000x stronger. This means working across departments and engaging both our clients and our communities to deliver the greatest good.

Show hustle
We’re not ones to sit on our hands and wait. Instead, we anticipate opportunities, collectively roll up our sleeves and find ways to execute the exceptional.

Embrace change
From new technologies to workplace philosophies, we welcome the unexpected and constantly anticipate what’s next.

Elevate empathy
We listen before we take action. This means understanding a variety of perspectives and holding ourselves to a higher standard of accountability.

Never settle
We motivate each other to push past the easy answers and collectively arrive at bigger, more inspiring ideas.

But enough about us. Let’s talk about you.

As a Managed Services Support Lead, you will be an important part of a growing global team of talented Application and Infrastructure engineering professionals. You will be able to test your troubleshooting and analysis skills by mentoring a variety of engineers in solving complex and high priority issues for clients. You will also have a unique opportunity to become integrally involved with a variety of different code bases across an array of clients from varying industries and leading internal projects.

What you’ll do:

• Analyze error logs and review inherited code to determine the root cause of issues reported by the client.

• Utilize systems like Jira Service Desk and Microsoft Teams to communicate directly with clients or team members regarding findings and recommendations.

• Work directly with the client on system enhancements and bug fixes on a per-ticket basis.

• Educate yourself on a variety of different clients, their industries, and their codebases to offer solutions in the moment and forward-thinking recommendations.

• Learn and develop your experience with tools, technologies, and platforms like Sitecore, Coveo, Solr, Contenful, Order Cloud, Azure Cloud, AWS, JSS, and a variety of custom solutions.

• Participate in a weekly on-call rotation with all other team members.

Who you are:

• A collaborative individual who is not afraid to work directly with team members or leaders in pursuit of high-quality solutions.

• A driven self-starter interested in expanding their knowledge base and will make good use of learning materials during downtime.

• A friendly and communicative partner for our clients who understands that not all clients are as technically oriented as yourself.

• An analytical engineer who does not shy away from difficult problems and prides themselves in fully understanding the situation faced before providing a recommended solution.

What you bring: 

• Minimum 6 years of experience with .NET and C#.

• Minimum 3 years of experience with Azure DevOps, GitHub, or other code repository tools.

• Minimum 3 years of experience with MVC development patterns.

• Experience with Sitecore or CMS is a plus.

• Experience with Azure Cloud and/or AWS is a plus.

• Experience with inherited codebases is a plus.

• Experience with JavaScript and other Front-End technologies is a plus.

The above description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.