Application Support Specialist

We are seeking a skilled Application Support Engineer to provide Level 2 technical support within a SaaS environment, focusing on designated product domains. This role involves investigating and resolving production issues related to applications and data, while working closely with Product and Engineering teams to address root causes and prevent recurring problems. The ideal candidate will have strong SQL expertise, excellent troubleshooting skills, and a proactive mindset geared toward continuous improvement and automation.

Key Responsibilities

- Investigate and resolve Level 2 application support issues across assigned product domains.
- Diagnose technical problems using SQL queries, application data, APIs, logs, monitoring tools, and other diagnostic resources.
- Safely perform approved configuration changes and data corrections in production environments.
- Collaborate with Tech Leads, Product Managers, and Engineering teams to analyze incidents and escalate issues that require code or infrastructure modifications.
- Manage and prioritize support tickets, ensuring timely updates, accurate categorization, and clear resolution or escalation paths.
- Identify recurring issues and repetitive manual tasks, recommending automation, tooling enhancements, and product improvements.
- Develop and maintain troubleshooting guides, runbooks, and other technical documentation.
- Work closely with Customer Support, Finance, Operations, and other internal teams to resolve technical challenges and communicate findings effectively.
- Participate in squad meetings and operational activities to stay informed about product updates and ongoing support needs.

Required Qualifications

- Bachelor’s degree in Computer Science, Information Technology, or a related discipline.
- Proven experience in Application Support, Technical Support, or Production Support, preferably within a SaaS environment.
- Strong working knowledge of SQL and Microsoft SQL Server, with the ability to investigate application and data-related issues.
- Hands-on experience troubleshooting APIs, application logs, and production systems.
- Familiarity with tools such as Postman, Jira, Confluence, and application monitoring platforms.
- Basic understanding of AWS services, particularly EC2, ECS, and RDS.
- Excellent analytical and troubleshooting skills, employing a structured and evidence-based approach to problem-solving.
- Experience managing support queues, handling multiple priorities, and maintaining ownership throughout the resolution lifecycle.
- Strong written and verbal communication skills, capable of explaining technical concepts to non-technical stakeholders.
- Ability to collaborate effectively with Product and Engineering teams and engage with customers when necessary.
- A continuous improvement mindset, with interest in documentation, automation, and reducing repetitive support tasks.

Preferred Qualifications and Benefits

- Experience with PostgreSQL, New Relic, PagerDuty, SSRS/reporting tools, PowerShell, or Bash scripting is desirable.
- Background supporting .NET-based applications and systems involving payments, transactions, or integrations is highly advantageous.

This role offers the opportunity to work in a dynamic SaaS environment, contributing to the stability and enhancement of critical applications while collaborating with cross-functional teams to drive continuous improvement.