Application Support Specialist, Level III

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

📋 Description

• Deliver high-level Tier 3 application support for clients and internal users.

• Address intricate functional, technical, configuration, integration, and data-related challenges within specified service-level and severity guidelines.

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

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

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

• Lead root cause analysis and collaborate with Product, Engineering, Infrastructure, and other teams on corrective and preventive measures.

• Utilize SQL to investigate incidents, validate data, reconcile results, and troubleshoot while adhering to privacy and security protocols.

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

• Oversee application health, availability, performance, and operational trends; suggest preventive enhancements.

• Assist with deployments, releases, upgrades, maintenance tasks, and change-management processes.

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

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

• Identify opportunities for automation and observability improvements to minimize recurring incidents and enhance client and user experiences.

• Provide technical guidance and knowledge transfer to junior specialists.

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

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

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

• Assist with testing, validation, and user acceptance of AI features.

• Collaborate with Product and Engineering on AI enhancements and propose improvements.

• Document AI support processes, governance requirements, best practices, and troubleshooting techniques.

• Adhere to responsible AI practices concerning privacy, data security, regulatory compliance, human oversight, and proper usage.

• Utilize 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, or incident response as necessary.

⛳️ Requirements

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

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

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

• Hands-on experience with SQL Server or a similar relational database, including the ability to write queries for investigation and data validation.

• Knowledge of object-oriented programming and .NET/C#; capable of reviewing code and collaborating with software engineers on defect resolution.

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

• Proficiency in assessing impact, urgency, and risk; prioritizing competing tasks; and escalating according to service-level and severity standards.

• Excellent written and verbal communication skills, including the ability to translate technical findings for clients, business, and leadership audiences.

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

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

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

• Preferred: familiarity with Dark Matter products or a similar 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: background in 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, dental, and vision benefits.

• Basic life insurance.

• Short- and long-term disability coverage.

• 401(k) participation with company match.

• Minimum of 10 days of vacation for new employees.

• Sick time as per state requirements.

• 8 company-paid holidays each year.

• 2 personal holidays each year.