Application Support Specialist – Level III

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

📋 Description

• Deliver advanced Tier 3 application support to both clients and internal users.

• Address intricate functional, technical, configuration, integration, and data-related challenges while adhering to service-level and severity guidelines.

• Act as a technical escalation point for critical incidents and high-severity production issues.

• Evaluate impact and urgency, coordinate responders, communicate with stakeholders, and assist in service restoration.

• Reproduce issues in test environments, identify contributing factors, document findings, and differentiate application defects from configuration, data, infrastructure, integration, or user-process issues.

• Lead root cause analysis for recurring or significant incidents and execute corrective and preventive actions in collaboration with Product, Engineering, Infrastructure, and other teams.

• Utilize SQL to investigate incidents, validate data, reconcile results, and facilitate troubleshooting.

• Review application logs, code paths, and system interactions; apply .NET and C# expertise to debug issues.

• Monitor application health, availability, performance, and operational trends.

• Support deployments, releases, upgrades, maintenance activities, and change-management processes.

• Analyze APIs, integrations, distributed services, and business process flows.

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

• Identify opportunities for automating repetitive support tasks, enhancing observability, reducing recurring incidents, and improving client and user experiences.

• Provide technical coaching and share knowledge with less experienced specialists.

• Support AI-enabled applications, copilots, intelligent automation solutions, and machine-learning products.

• Monitor the performance of AI solutions, usage trends, and operational effectiveness.

• Investigate issues related to AI-generated outputs, workflows, prompts, integrations, and data quality.

• Assist with AI feature testing, validation, and user acceptance activities.

• Collaborate with Product and Engineering teams to assess AI enhancements and suggest improvements.

• Document AI support procedures, governance requirements, best practices, and troubleshooting methodologies.

• Adhere to responsible AI requirements concerning privacy, data security, regulatory compliance, human oversight, and appropriate use.

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

• Stay informed about emerging AI technologies and relevant industry best practices.

• Participate in scheduled production-support coverage, release activities, incident response, and on-call rotation as necessary.

⛳️ Requirements

• A minimum of 7 years of progressive experience in supporting enterprise software applications, including complex production support and client-facing issue resolution.

• Experience in supporting the Empower Loan Origination System (LOS) in a production environment, encompassing issue resolution, workflow troubleshooting, system configuration, user support, and coordination with business and technical stakeholders.

• Advanced troubleshooting and root cause analysis capabilities in SaaS, web-based, multi-tier, or distributed application environments.

• Practical experience with SQL Server or a comparable relational database, including crafting queries for investigation and data validation.

• Familiarity with object-oriented programming and .NET/C#, including code reviews and collaboration with software engineers on defect resolution.

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

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

• Exceptional written and verbal communication skills.

• Capability to translate technical findings for clients, business, and leadership audiences.

• Ability to work independently, exercise sound judgment, and lead technical investigations with minimal guidance.

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

• Participation in a scheduled on-call rotation as required.

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

• Preferred: Experience supporting Dark Matter products or a comparable mortgage technology ecosystem.

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

• Preferred: Experience supporting AI-enabled applications, copilots, intelligent automation, chatbots, or machine-learning solutions.

• Preferred: Experience mentoring support professionals and enhancing knowledge-management or operational-support processes.

🏝️ Benefits

• Company profit sharing bonus plan.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Basic life insurance.

• Short-term disability.

• Long-term disability.

• 401(k) participation with company match.

• Minimum of 10 days of vacation for new employees.

• Sick leave based on state requirements.

• 8 company-paid holidays per year.

• 2 personal holidays per year.

• Reasonable accommodations related to the application process.