Job Description Position Overview: The Application Support Engineer (ASE) is a hybrid techno-functional role responsible for providing endto-end support for business-critical applications, proactively resolving issues, and documenting solutions to ensure knowledge transfer and efficient onboarding. As a key application help desk and production support team member, the ASE ensures the smooth operation of software systems while working collaboratively with clients, internal teams, and external vendors. Responsibilities: • Incident Management:

• Serve as the primary point of contact for client-reported application issues raised through ticketing systems, email, or communication channels (e.g., Teams). • Troubleshooting & Root Cause Analysis:
• Analyze, troubleshoot, and resolve application-related issues, including access, performance, and configuration problems. • Technical Expertise:
• Query and analyze SQL databases to retrieve data and resolve discrepancies.
• Test and debug API integrations for real-time data exchange between software systems (e.g., MRI, IVIVA).
• Investigate browser-specific issues and recommend solutions (e.g., clearing cache). • Documentation:
• Maintain a well-documented knowledge base with step-by-step guides for common issues.
• Log all incidents in a ticketing system, including troubleshooting steps and resolutions, to ensure traceability and consistency. • Collaboration:
• Work closely with software vendors to escalate unresolved issues, ensuring timely responses within agreed SLAs.
• Partner with internal teams for cross-functional tasks such as testing, training, and process improvement. • Client Training:
• Conduct remote and onsite sessions for end users to help them understand system functionalities and best practices. • Continuous Improvement:
• Proactively identify recurring issues and implement preventive measures to enhance system stability. • Production Validation & Testing:
• Perform post-implementation testing to verify the resolution of reported defects and validate system changes.

Requirements Requirements • Technical Skills:

• Strong knowledge of SQL for data queries and troubleshooting.
• Hands-on experience with REST/SOAP APIs, including testing via tools like Postman.
• Familiarity with enterprise applications such as Yardi, MRI Software, Procore, and IVIVA, RapidGlobal.
• Experience in cloud integration and debugging applications built on .NET frameworks is a plus.
• Knowledge of real estate enterprise software platforms & help desk support processes is considered an asset.
• Familiarity with applications such as Yardi, MRI Software, and Procore will be advantageous. • Soft Skills:
• Excellent analytical skills to quickly understand and resolve complex issues.
• Strong communication skills to engage with technical and non-technical stakeholders effectively.
• Ability to manage stress and handle aggressive timelines or challenging clients. • Industry Knowledge: Understanding real estate, property management systems, and accounting processes is preferred. • Tools: Familiarity with ticketing systems, remote desktop applications, and collaboration platforms (e.g., Teams).

Education and Experience: • Bachelor’s degree in computer science, IT, or a related field. • 2+ years of experience in application support, technical troubleshooting, or a similar role. • Exposure to real estate management systems and global client interactions is an asset.

Work Environment: • Working Hours: 9:00 AM EST to 5:30 PM EST (Canada Time Zone). • Location: In-Office (Markham, Toronto, Canada).

Additional Notes: • The ASE must liaise with team leaders and managers, ensuring alignment with client expectations and internal escalation policies. • Exposure to highly micromanaged environments and readiness to adapt to evolving workflows are required.

This role suits candidates who are passionate about technology, problem-solving, and delivering exceptional client experiences. We encourage you to apply if you are eager to work in a dynamic, fastpaced environment.