Our client is seeking a contract Application Support Specialist to help support their internally-developed/internally-used specialized business software. This complex software facilitates the design process and performs configuration for advanced nuclear reactors. A large and growing team of engineers and managers use the system and need support in understanding how to use it, how to effectively report bugs, and how to effectively suggest enhancements. This role will be the user-facing interface between the developer team and the users, triaging tickets, explaining solutions, and working with the developers to resolve complex issues.

Location: Remote
Duration: 12+ month contract with extension possibilites
Benefits: Three insurance levels, 401K + match, sick leave, and working with a great company!

Responsibilities

Become an expert power user of internal configuration management software
Triage new and backlogged user support tickets
Help users solve their problems by training them, working with them (e.g. via screenshare), and/or building Software Change Requests to send to the developer team
Regularly inform users about the status of support requests they’ve sent in
Provide feedback to the developer team about common issues users have, and what updates to the software might help reduce
Update documentation and training material based on common user needs/questions
Participate in testing new features during regular new releases of the software

Key Qualifications and Skills

At least 2 years helping people answer user support questions about complex software, ideally developed in-house
Demonstrated ability to debug user problems in browsers, including using the in-browser dev console to understand network calls and error messages
Excellent written and verbal communication skills
Ability to learn and understand how to use complex custom software in nuclear reactor design space
Ability to work professionally with users through complex and often frustrating issues
Ability to teach users how to use software effectively
Ability and willingness to understand enough depth about how the system works to know when developer changes are needed
Interest in learning more about Python/Django/Javascript/Vue software development desired
Strong communication skills desired
The successful candidate will possess a high degree of trust and integrity, communicate openly and display respect, and a desire to foster teamwork

Estimated Compensation Range: $35.00-$50.00/hr based on experience and geographical location.

About Hansell Tierney:
Hansell Tierney is one of the premier staffing and recruiting companies in the Pacific Northwest. Launched in 2001, we are a woman-owned business that serves and staffs Northwest organizations by doing things the right way, not just the easiest way. Hansell Tierney partners with candidates and clients to match the best candidates with interesting local opportunities. We navigate every relationship with the highest level of discretion and service while holding ourselves accountable to our promises. Our business thrives on our deep understanding of the job market and our ability to skillfully tailor our recruitment process to meet our clients’ unique needs.