EnerNOC, a leading provider of Demand Response and Energy Intelligence Software solutions, has an immediate need for an Application Support Analyst to join our world-class Operations team.  Your primary mission as an Application Support Analyst will be to support efficiency and productivity of our internal Service teams by providing application support for our Software.

This is a highly visible role as you will become an expert in our software offerings, working closely with the product development, operations, data quality, engineering and customer support teams. Strong communication and troubleshooting skills, as well as a commitment to superior customer service will allow you to succeed as you provide support to your colleagues at EnerNOC and external customers.

Key Responsibilities

  • Solve problems for users of use of our proprietary software and related platform tools
  • Answer technical questions and document solutions
  • Build and use support tools, and ad-hoc procedures to support non-standard application needs
  • Collaborate with the engineering team to characterize issues, prioritize, and perform root cause analysis
  • Develop mitigation strategies to circumvent application failures
  • Deliver outstanding customer service to internal users, customers and vendors
  • Communicate issue state, and advocate for users to the product development teams
  • Lead or contribute to process improvement projects, documentation and/or tool development

Required Qualifications

  • A. or B.S. in Engineering, Computer Science, or related technical or analytical field, or equivalent experience
  • 2+ years in technical support or related technical or analytical field
  • Excellent computer skills, including mastery of Microsoft Office, SQL and/or other client, server or cloud-based technology
  • Demonstrated ability to learn new technologies
  • Excellent oral and written communication skills with superior clarity of thought and expression, focus on email and technical writing
  • Excellent analytical, problem-solving, and organizational skills
  • Initiative, and the ability to work in a fast paced, forward-moving, team environment

Desired Qualifications

  • Prior experience in technical support or software development
  • Technical experience with: AWS, Oracle, CEP, Java, Python, Linux, Flex, HTML5 or similar technologies
  • Experience with application support productivity and SLDC tools such as Splunk, JIRA, and Rally
  • Familiarity with ITIL practices including change control
  • Experience with or knowledge of the SDLC and software development methodologies
  • Prior experience within and/or passion for the clean tech sector
  • Software/Script building in any of the following: Python, HTML/CSS/Javascript, R, VBA/Excel or other
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