Job description

At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. The Opportunity We are seeking a highly skilled and hands-on Platform Application Support/Customer Success Manager. This role is ideal for someone who thrives in high-pressure environments, can quickly diagnose and resolve application-level issues, and collaborates effectively across engineering and operations teams. You will play a pivotal role in ensuring platform stability and responsiveness by managing defect resolution and coordinating critical deployments. Your key responsibilities • Reproduce and resolve user-level defects in platform applications. • Submit targeted hotfix pull requests (PRs) with appropriate test coverage. • Coordinate with the Operations Lead Engineer to deploy releases and hotfixes. • Debug application issues to identify root causes and prevent recurrence. • Act as a technical escalation point during high-pressure incidents. • Maintain close alignment with engineering teams to ensure support readiness and release quality. • Deliver high-quality work within expected timeframes and on budget. • Monitor progress, manage risk, and ensure key stakeholders are kept informed about progress and expected outcomes. • Work with various stakeholders to understand the business challenges and provide workarounds in case of challenges. Skills and Attributes To qualify for this role, you must have • A bachelor's degree in technology, information systems, or computer science, and minimum of 5 years of related work experience; or a graduate degree and approximately 4 years of related work experience. • Approved certification • Strong hands-on technical skills equivalent to an Application Engineer. • Proven experience in debugging and resolving complex application issues. • Familiarity with release management and deployment coordination. • Ability to write and validate hotfix PRs with test cases. Ideally, you will also have • Strong interest in learning generative AI and using AI technologies is preferred • Excellent prioritization, organizational, and stakeholder management skills. • Ability to manage pressure and respond effectively in high-stakes situations. • Strong communication skills, including the ability to interact with executive stakeholders. • Characteristics of a forward-thinker and self-motivator who adapts quickly to new challenges. • Experience working in hybrid environments and collaborating across distributed teams. • Experience managing personnel and participating in hiring processes. • Willingness to travel occasionally, as needed. What we look for • We're interested in people who are ready to become part of a highly engaged, diverse, and dynamic team to help us continue to make a real difference to our clients. If you have an interest in leveraging technology to improve business processes and the ambition to go above and beyond expectations, this role is for you. What we offer you At EY, we harness our collective strength to empower you to shape your future with confidence through professional growth, personal fulfillment and an inclusive culture. Learn more at ey.com/us/careers. • We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job is: • • New York City, Boston, and Washington DC Metro Areas, Washington State, and Southern California offices – $103,900 to $215,700 • Bay Area California offices – $108,200 to $224,700 • All other offices locations in the US, including Sacramento – $86,600 to $197,800 • Individual salaries within these ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. • Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. Are you ready to shape your future with confidence? Apply today. • To make the most of your application experience, please limit yourself to two applications within a six-month period. • EY accepts applications for this position on an on-going basis. • For those living in California, please click here for additional information. • At EY, our values set the foundation for how we work and the behaviors we expect of our people. Any misrepresentation or falsification of information or lack of integrity at any point in the recruiting process may result in withdrawal of your candidacy, revocation of an offer or immediate termination of employment. EY | Building a better working world EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories. All in to shape the future with confidence. EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law.  EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com .

Requirements

Must-haves

At EY, we’re all in to shape your future with confidence.
We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.
Your key responsibilities
Reproduce and resolve user-level defects in platform applications.
Submit targeted hotfix pull requests (PRs) with appropriate test coverage.
Coordinate with the Operations Lead Engineer to deploy releases and hotfixes.
Debug application issues to identify root causes and prevent recurrence.
Act as a technical escalation point during high-pressure incidents.
Maintain close alignment with engineering teams to ensure support readiness and release quality.
Deliver high-quality work within expected timeframes and on budget.
Monitor progress, manage risk, and ensure key stakeholders are kept informed about progress and expected outcomes.
Work with various stakeholders to understand the business challenges and provide workarounds in case of challenges.
Skills and Attributes
To qualify for this role, you must have
A bachelor's degree in technology, information systems, or computer science, and minimum of 5 years of related work experience; or a graduate degree and approximately 4 years of related work experience.
Approved certification
Strong hands-on technical skills equivalent to an Application Engineer.
Proven experience in debugging and resolving complex application issues.
Familiarity with release management and deployment coordination.
Ability to write and validate hotfix PRs with test cases.
Ideally, you will also have
Excellent prioritization, organizational, and stakeholder management skills.
Ability to manage pressure and respond effectively in high-stakes situations.

Nice-to-haves

Strong interest in learning generative AI and using AI technologies is preferred

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

goai

Platform: successfactors
Effort: medium

Benefits

Benefits detected in the listing.

Dental

401(K)

Paid Time Off