Technical Application Support Specialist II
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Job Description
Technical Application Support Specialist managing technical support requests and ensuring application stability. Collaborating with internal teams to troubleshoot issues and manage backend configurations.
Responsibilities:
- Provide technical support to internal users by managing support requests and responding to live chat inquiries while meeting SLA expectations
- Troubleshoot application, product, API, and configuration issues, identify root causes, and independently resolve or escalate as needed
- Manage backend system configurations, product settings, and release-related updates to support business and operational needs
- Coordinate platform and vendor releases, validate changes, and support issue resolution related to system updates and production stability
- Manage and prioritize incoming maintenance tickets, ensuring accurate tracking, documentation, and timely resolution
- Partner with stakeholders and Product teams to gather issue details, clarify requirements, and communicate status, impacts, and resolution timelines
- Collaborate with internal teams and third-party vendors to investigate and resolve system issues across connected platforms
- Monitor ticket trends to identify recurring technical issues and recommend preventative maintenance or system improvements
- Escalate complex or unresolved issues to appropriate teams in a timely manner, providing clear documentation and context
- Maintain accurate system documentation and support ongoing improvements to configuration quality, support processes, and platform reliability
Requirements:
- Bachelor’s degree in Information Systems, Computer Science, or a related field preferred, or equivalent practical experience
- 2+ years of experience in application support, tier 2 support, business systems support, platform administration, or a similar role
- Experience troubleshooting system, product, configuration, or release-related issues in a fast-paced environment
- Strong ability to learn complex systems, business processes, and product logic quickly
- Understanding of system dependencies, process flows, and the operational impact of configuration changes
- Experience working with APIs and integrations, including experience using tools such as Postman to test endpoints and troubleshoot system interactions
- Comfort working with technical details such as HTML/JSON and system configurations
- Experience coordinating with stakeholders, product teams, development teams, and third-party vendors
- Strong written and verbal communication skills with the ability to explain technical issues to both technical and non-technical audiences
- Demonstrated ability to independently investigate and resolve technical issues across systems
- Strong attention to detail and accuracy in managing configuration changes
Benefits:
- Health, dental, and vision plans
- Amazing work-life balance with 4 weeks of Paid Time Off
- 10 Paid Company Holidays with 2 floating holidays
- 401K Programs with employer match
- Personal assistance programs for support in a healthy personal and work life
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