Application Support Engineer

Job DescriptionJob Description

Job Title: Application Support Engineer

FSLA Status (Exempt or Non-exempt): Exempt

Location (City, State): Houston, TX

Reports To: IT Engineering Manager

Direct Reports (Yes, No): No

Company Overview:

Established in Taiwan in 1974, Hon Hai Technology Group, commonly known as Foxconn, is the world’s largest electronics manufacturer and leading provider of technological solutions with a network of over 200 campuses across 24 countries. In the US, Foxconn employs 6,500 across 40 different sites with manufacturing operations in Virginia, Wisconsin, Ohio, Indiana, Texas and California. As of 2023, Foxconn ranks 32nd among the Fortune Global 500 and reported a revenue of approximately USD $213 billion in 2024.

The company’s diverse product offerings span four major segments: smart consumer electronics, cloud and networking solutions, computing and various other components. Foxconn makes 40% of the consumer electronics that we find in our everyday lives. In recent years, Hon Hai has adopted the 3+3 strategy, focusing on three emerging industries - electric vehicles, digital health solutions, and robotics - while leveraging three key technologies: next- communications, artificial intelligence (AI), and semiconductors. Together these initiatives position the company as a leader for innovation in the 21st century.

Hon Hai Technology Group is deeply committed to championing environmental sustainability within its manufacturing processes. By integrating sustainability into its operations framework, the company strives to serve as a best-practice model for global enterprises, enhancing corporate responsibility while meeting the growing demand for environmentally conscious productions methods.

Job Summary:

• The purpose of this position is to implement new systems modules, offer daily support and training to end-uders in module functionality and develop new programs and reports and ensure the seamless operation and continuous improvement of educational software applications. This position is responsible for providing technical support, troubleshooting issues, and collaborating with development teams to resolve application-related problems efficiently. The engineer will work closely with educators, administrators, and IT staff to understand user needs and deliver timely solutions that enhance the learning experience. Additionally, the role involves monitoring application performance, implementing updates, and maintaining documentation to support ongoing system reliability. Ultimately, the Application Support Engineer contributes to the success of educational programs by ensuring that technology tools function optimally and support educational goals.

Duties and Responsibilities:

• Provide first and second-level technical support for educational software applications, addressing user inquiries and resolving issues promptly.
• Diagnose and troubleshoot application problems by analyzing logs, error messages, and user reports to identify root causes.
• Collaborate with software developers and product teams to escalate and resolve complex technical issues and implement fixes or enhancements.
• Monitor application performance and system health to proactively identify potential disruptions and recommend improvements.
• Maintain detailed documentation of support activities, known issues, resolutions, and best practices to facilitate knowledge sharing.
• Assist in the deployment of software updates, patches, and configuration changes while ensuring minimal disruption to end users.
• Train and guide end users and internal teams on application features, usage, and troubleshooting techniques.
• Perform other duties as assigned.

Education:

• Bachelor’s degree in Computer Science, Information Technology, or a related field required.

Experience:

• Proven experience in application support or technical support roles, preferably within the educational technology sector.
• Strong understanding of software applications, databases, and operating systems relevant to educational platforms.
• Excellent problem-solving skills with the ability to analyze technical issues and provide effective solutions.
• Effective communication skills to interact with technical teams and non-technical users.
• Experience with Learning Management Systems (LMS) such as Moodle, Blackboard, or Canvas.
• Familiarity with scripting (e.g., Python, PowerShell) to automate support tasks.
• Knowledge of SQL and database management for troubleshooting and data analysis.
• Certifications such as ITIL Foundation or Microsoft Certified: Azure Fundamentals.
• Experience working in Agile development environments and using ticketing systems like Jira or ServiceNow.

EEOC Statement

Foxconn is an equal opportunity employer that is committed to and in the workplace. Foxconn prohibits discrimination and harassment of any kind and provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to , , , , , , or , , , marital status, genetics, , or any other protected characteristic as outlined by federal law. In addition to federal law requirements, Foxconn complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.