Application Support Specialist II

This is a fully remote position, open to applicants in Florida, +1 more state.

📋 Description

• Deliver Tier 2 application support to clients for intricate enterprise applications.

• Cultivate and sustain subject-matter expertise across various technically distinct application platforms.

• Triage and investigate incidents by collecting evidence, replicating behavior, reviewing logs, and differentiating application defects from configuration, data, infrastructure, integration, or user-process issues.

• Escalate complex or high-impact issues with documented symptoms, business implications, troubleshooting steps, evidence, and proposed next actions; remain engaged until resolution and verification are achieved.

• Utilize SQL to analyze incidents, confirm data integrity, reconcile reporting outcomes, and assist in troubleshooting.

• Provide support for business intelligence, analytics, reporting, dashboards, metrics, visualizations, scheduled distributions, notifications, and role-based access.

• Explore source-data mappings, queries, calculation logic, filters, dashboards, report generation, automated distribution, application services, and server operations.

• Aid in AI-enabled document intake and processing, including classification, OCR, automated extraction, page organization, field mapping, quality review, and integrated responses.

• Examine document quality, workflow failures, document-package assembly, configuration, transaction processing, integrated loan-origination or point-of-sale systems, and reporting outcomes.

• Monitor application health, availability, processing activities, performance, scheduled operations, and operational trends.

• Assist with deployments, releases, upgrades, maintenance, testing, change management, and validation of fixes and features.

• Analyze APIs, integrations, system interactions, data movement, and business process flows.

• Create and maintain knowledge-base articles, runbooks, troubleshooting guides, known-error records, procedures, and communications.

• Identify opportunities to automate repetitive support tasks, enhance observability, decrease recurring incidents, strengthen data quality, and improve the client experience.

• Share application knowledge and troubleshooting techniques with colleagues and mentor less experienced specialists without direct personnel management responsibilities.

• Collaborate with Product, Engineering, quality-control, and data-science teams on AI-related investigations and enhancements.

• Promote responsible AI practices concerning privacy, data security, regulatory compliance, traceability, human oversight, and appropriate usage.

• Employ approved AI tools to enhance research, analysis, troubleshooting, documentation, communication, and process efficiency while validating outputs.

• Stay informed about emerging AI, intelligent document-processing, analytics, and reporting technologies.

• Operate as an individual contributor providing support for multiple enterprise applications and assigned issues.

⛳️ Requirements

• Bachelor's degree in Computer Science, Information Systems, Information Technology, Data Science, Business Analytics, or a related field, or an equivalent combination of education, training, and relevant experience.

• A minimum of 5 years of progressive experience in supporting enterprise software applications, encompassing production support and client-facing issue resolution.

• Strong troubleshooting and root cause analysis abilities across SaaS, web-based, multi-tier, or distributed application environments.

• Practical experience with SQL Server or a comparable relational database, including crafting and interpreting queries.

• Experience in supporting business intelligence, analytics, reporting, dashboard, data-integration, document-processing, workflow, or AI-enabled applications.

• Familiarity with Windows or server-based application operations, application logs, scheduled processes, services, and common operational interdependencies.

• Experience in supporting APIs, integrations, application monitoring, incident management, release support, and change-control processes.

• Capability to analyze complex technical and business workflows and develop expertise across multiple enterprise applications.

• Ability to evaluate impact, urgency, and risk; prioritize competing tasks; and escalate in accordance with service-level and severity standards.

• Exceptional written and verbal communication skills.

• Proficient in working with moderate independence, exercising sound judgment, managing multiple investigations, and collaborating across teams.

• Advanced proficiency in Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, and SharePoint.

• Preferred experience in mortgage banking, financial services, banking technology, or fintech.

• Preferred experience with enterprise mortgage technology or analogous financial services applications.

• Preferred experience with complex SQL queries, data models, reporting calculations, dashboard platforms, scheduled report distribution, or server operations.

• Preferred experience with intelligent document processing, optical character recognition, automated data extraction, document classification, machine-learning solutions, or integrated document workflows.

• Preferred working knowledge of object-oriented programming or .NET/C#.

• Preferred experience with cloud-based services, modern application architectures, observability platforms, and IT service management practices or frameworks such as ITIL.

• Preferred experience in enhancing knowledge management, operational support, monitoring, or automation processes.

• Maintain confidentiality and adhere to applicable security, privacy, regulatory, responsible AI, and records-management requirements.

• Participate in scheduled production support coverage or incident response as required by business needs and company policy.

🏝️ Benefits

• Company profit sharing bonus plan.

• Medical, dental, and vision benefits.

• Basic life insurance.

• Short-term and long-term disability coverage.

• 401(k) participation with company matching.

• Minimum of 10 days of vacation for new employees.

• Sick leave based on state requirements.

• 8 company-paid holidays.

• 2 personal holidays each year.

• Reasonable accommodations for applicants with disabilities.

• An inclusive work environment and commitment to equal opportunity employment.