Senior Application Support Analyst

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

📋 Description

• Ensure peak performance and reliability of OneSource Virtual's enterprise application platforms.

• Manage job monitoring, incident triage, ad-hoc analysis, and customer ticket resolution while collaborating with development and product teams.

• Maintain responsibility for work outcomes, ensuring all support deliverables adhere to quality standards and meet customer satisfaction expectations.

• Conduct thorough job monitoring and system health checks for application platforms, proactively detecting performance issues and potential service interruptions.

• Implement incident triage, escalation, and resolution processes while ensuring effective communication with customers and managing their expectations.

• Perform ad-hoc analysis and investigations of platform anomalies, performance issues, and customer-reported problems to uncover root causes and prevent future occurrences.

• Collaborate actively with development and product teams on forthcoming releases.

• Address customer ticket support operations including investigation, troubleshooting, resolution, and customer communication.

• Utilize AI tools and automation to boost support efficiency and enhance incident detection and resolution capabilities.

• Consistently apply established standards and best practices across all support activities, incident management, and customer interactions.

• Offer innovative and process improvement suggestions to refine support methodologies, reduce resolution times, and enhance platform reliability.

• Mentor junior and staff-level teammates on technical troubleshooting, problem-solving techniques, and platform expertise.

⛳️ Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related technical field, or 7+ years of equivalent experience.

• Over 5 years of technical support experience with a focus on enterprise applications.

• More than 3 years of application support experience, including job monitoring, incident triage, troubleshooting, and customer ticket resolution.

• Strong knowledge of database systems, particularly Microsoft SQL Server, including query optimization and performance troubleshooting.

• Familiarity with monitoring tools, log analysis platforms, and automated alerting systems for proactive issue identification.

• Experience in Agile software development environments.

• Preferred Skills: Familiarity with application performance monitoring tools.

• Scripting and automation capabilities in PowerShell, SQL, or similar languages for troubleshooting and process efficiency.

• Experience with AI tools for support enhancement, including automated ticket routing, intelligent alerting, and predictive maintenance functionalities.

• Experience with cloud platforms such as AWS, Azure, or similar, including monitoring and troubleshooting cloud-based applications.

• Proficiency with ticketing systems and knowledge management platforms for effective case management and information sharing.

• Salesforce experience/certification.

🏝️ Benefits

• Opportunities for professional development.

• Potential for upward mobility.

• A values-driven culture.

• Various opportunities of all kinds.