Application Support Engineer

Location: New York, NY

Department: Engineering

Type: Full Time

Min. Experience: Mid Level

 

ABOUT THE ROLE: 

Zola is seeking an Application Support Engineer to join our team.  This role will serve as the primary point of contact for the internal Zola team in its technical problem solving needs as the team uses our internal software tools.  An Application Support Engineer needs both technical knowledge and “people” skills to do their job well. This is a role that bridges engineering, business operations, merchandising, and product and is charged with helping the team use our tools to the best of their abilities and help drive forward improvement. Although the Application Support Engineer is the first line of defense in finding the root cause of an application malfunction, sometimes they find an issue too severe for them to address and will need to partner with engineering, product, and the business owner to escalate the issue and get it solved.

As the Application Support Engineer, you will the first line of defense for the backend App users as they encounter application challenges. They will be super users of our tools and will help the internal team navigate issues, sometimes finding root causes that require escalation. The main responsibilities of this role are understanding Zola's systems, tools, processes, and applications, using that knowledge to assist users to use the tools, triage issues as they arise, communicate issues to the engineers and help solve. To be successful in this role, you must have the technical depth to build trust with our product and engineering teams, and the interpersonal communication skills to work closely with our internal users.

Our ideal candidate is customer-obsessed, analytical, scrappy, and patient.  He or she should be a structured thinker and problem solver with a proven ability to work collaboratively and nimbly with cross-functional teams. This role reports to the Engineering team.

Qualifications:

  • Working knowledge of web technologies and SQL
  • Working Knowledge of IT Hardware and Software
  • Ability to learn and master employer-specific software
  • Complex problem solving skills
  • Written and verbal communication skills
  • Ability to diagnose & address application issues
  • Bachelor’s degree required
  • 2-4 years of working experience
  • Prior experience at a startup strongly preferred
  • Ability to build business relationships across functional teams and problem solve in situations with multiple stakeholders


ABOUT ZOLA: 

We're Zola, the wedding company that will do anything for love. We're reinventing the wedding planning and registry experience to make the happiest moment in our couples’ lives even happier. From engagement to wedding and decorating your first home, Zola is there, combining compassionate customer service with modern tools and technology… all in the service of love. 

Based in NYC and launched in October 2013, we have quickly become the fastest-growing wedding registry in the United States. In 2017, we launched Zola Weddings, a free suite of wedding planning tools including wedding websites, checklist, guest list, and registry, all in one place. 

We recently raised our Series C and are proud to call Thrive Capital, Canvas Ventures, and Lightspeed Venture Partners, among others, our investors and partners.  Our team brings deep experience from working on beautiful, award-winning e-commerce sites and mobile apps in past roles at Gilt Groupe, Amazon, J.Crew, Bloomingdale’s, Toys R Us, Chloe + Isabel, Yahoo, Goldman Sachs, and Host Committee, among many others.

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