Application Support Analyst

Shift

• Rotational Shift. Rotational week-offs.
• Expected to work for first 3-4 months (9 AM - 5 PM) on EST time. Shift changes quarterly.

Experience

• 3-5 years of overall experience. 2+ years of relevant experience.

Responsibilities - Intermediate Support Ownership

• Resolve customer issues through live chat and ticketing platforms, including Zendesk and Intercom.
• Independently troubleshoot product, account access, authentication, permissions, workflow, browser, mobile-device, connectivity, and application-performance issues.
• Reproduce reported problems and gather relevant details, including reproduction steps, error messages, screenshots, logs, account information, and environment details.
• Provide customers with structured troubleshooting instructions, appropriate workarounds, and clear next steps.
• Own cases through the complete resolution cycle and confirm that the customer can successfully complete the intended task.
• Prioritize cases based on customer impact, urgency, and applicable service-level expectations.
• Recognize when an issue requires Level III, Product, or Engineering involvement.
• Produce complete escalations documenting business impact, expected and actual behavior, reproduction steps, troubleshooting completed, and supporting evidence.
• Maintain accurate ticket notes, categorization, ownership, and resolution documentation.
• Write and update knowledge-base articles, troubleshooting guides, FAQs, and internal support documentation.
• Identify recurring customer issues and share meaningful patterns with senior support specialists and internal teams.
• Follow all security, privacy, access, and customer-data handling requirements.

What Your Day-to-Day Will Look Like

• Manage a queue of customer conversations and tickets across different levels of urgency and complexity.
• Troubleshoot issues that require more investigation than standard first-line guidance.
• Reproduce customer problems and isolate potential causes across different devices and environments.
• Maintain clear and empathetic communication throughout the investigation.
• Keep customers informed when resolution requires additional time or another team's involvement.
• Work with Level III specialists and internal teams on complex technical cases.
• Verify fixes or workarounds and confirm the customer's outcome before closing a case.
• Document lessons learned and contribute to improvements in support procedures.
• Meet quality, productivity, service-level, documentation, and customer-experience expectations.

Requirements

• Two or more years of experience in technical customer support, preferably supporting a B2B SaaS product.
• Experience independently owning customer cases from intake through resolution.
• Strong understanding of web and mobile applications, browsers, operating systems, account access, permissions, and basic networking concepts.
• Strong analytical and problem-solving skills, with a methodical approach to investigating issues.
• Ability to gather technical evidence and create clear, actionable escalations.
• Excellent written and verbal communication, including the ability to explain technical concepts to non-technical customers.
• Strong case-management, documentation, and organizational skills.
• Experience using Zendesk, Intercom, or comparable support platforms.
• Ability to work independently while collaborating effectively with distributed teams.
• Commitment to continuous learning and support-process improvement.

Preferred Qualifications

• Experience troubleshooting SaaS integrations, APIs, logs, or data-synchronization issues.
• Experience supporting enterprise or operational-software customers.
• Familiarity with maintenance, manufacturing, facilities, or asset-management workflows.

Primary Skills

• Strong written and verbal communication, Technical skills, Experience in SAAS

Secondary Skills

• Zendesk and Intercom