The Application Support Analyst will have experience in providing application support in a fast-paced environment. You will be responsible for troubleshooting and resolving low-level technical issues across a wide variety of installed software and SOA systems. This role requires someone who is detail-oriented, organized, and able to manage time effectively in a challenging, dynamic environment. You will also support APIs and UI applications, work with relational and non-relational DBs, and collaborate with internal teams and clients to ensure optimal application performance.
Essential Functions
Troubleshoot and resolve technical issues
Interact with a diverse range of clients, from small businesses to large enterprises, requiring a balance of technical expertise and communication skills
Analyze software application functionality and suggest improvements based on customer feedback
Collaborate with software development teams, internal users, and clients to enhance application performance
Identify root causes of application errors and escalate critical issues to product teams
Document support cases and follow through until resolution
Update and maintain critical data sets, supporting seamless functionality and user experience.
Ensure internal documentation and knowledge resources reflect current processes and product updates.
Engage directly with clients through scheduled calls to resolve complex issues, clarify concerns, and build strong relationships.
Maintain accurate records of all case interactions, including resolution steps and customer feedback
Take ownership of customer interactions and ensure timely follow-up
Adhere to daily schedules and maintain high-quality support standards
Participate in special projects and initiatives as needed
Demonstrate strong analytical acumen by leveraging advanced diagnostic and analytical tools to interpret complex data, proactively identify system anomalies, and implement effective resolutions to prevent and mitigate issues.
Leverage AI tools and platforms to efficiently retrieve information, generate insights, and support customer interactions, enhancing problem resolution and decision-making processes.
Understanding of API design and backend scalability to help diagnose performance issues
Expected to understand security best practices
Act as a bridge between technical teams and end users
Due to the customer-facing nature of this role, a fixed schedule—including a designated lunch break—is required
Qualifications
Associate’s Degree in a computer-related field or equivalent experience
5+ years of experience in technical support or customer-facing technical roles.
Background in software/application support, programming, and database management.
Experience with REST/SOAP APIs and tools like SmartBear ReadyAPI, Postman, JMeter and Swagger
Ability to read and interpret JSON and XML
Proficient in Microsoft Outlook and Zoom, with experience scheduling meetings, managing calendars, and facilitating virtual communication in a professional setting
Familiarity with programming languages such as Java, JavaScript and Python
Experience with MongoDB and SQL databases, including querying and performance tuning
Ability to use SQL, Python, and data visualization tools (e.g., Power BI, Grafana) to analyze logs, monitor systems, and identify root causes
Deep understanding of collaboration platforms (e.g., SharePoint, XWiki)
Ability to actively listen, comprehend, and resolve technical issues
Strong documentation and case management skills
Ability to learn and master proprietary software quickly
Foresight to anticipate and address potential issues proactively
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status.
