Application Support Analyst

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Managing incoming support tickets by evaluating their severity and ensuring proper prioritization within SLA guidelines.

• Acting as the main point of contact for customers, delivering clear and timely updates throughout the resolution process.

• Diagnosing application issues by analyzing logs, configurations, and data to identify the root cause before escalating to engineering.

• Elevating complex or high-impact issues to engineering with comprehensive, well-documented context to expedite resolution.

• Recording issues, investigative steps, and solutions in the ticketing system to maintain a precise support record.

• Recognizing patterns across tickets to highlight recurring problems and contribute to proactive enhancements of the knowledge base.

• Working collaboratively across engineering, product, and professional services teams to address customer-impacting issues.

• Utilizing scripting or custom configuration skills to meet customer requests (a plus, not mandatory).

⛳️ Requirements

• Bachelor’s degree in an IT-related field or equivalent experience.

• Strong sense of accountability, self-motivation, and proactive initiative.

• Knowledge of relational databases, web technologies, or API concepts (hands-on experience is a plus).

• Outstanding communication skills, both verbal and written.

• Capability to excel in a fast-paced, high-growth environment.

• Familiarity with billing, subscription management, or SaaS revenue concepts is advantageous but not required.

• Customer-oriented mindset with a dedication to continuous learning and technical advancement.

🏝️ Benefits

• Join one of the fastest-growing companies in the United States.

• Enjoy competitive compensation that includes a comprehensive benefits package—medical, dental, vision, life and disability, HSA, FSA, along with various health and wellness perks from our medical carriers.

• 401(k) match that is 100% vested immediately.

• Participate in a discretionary and charitable time off program.