Application Support Analyst

Job Summary

As the first line of contact for enterprise customers, the full-time remote Application Support Analyst will triage and resolve support tickets, ensuring timely outcomes while collaborating with internal engineering teams.

Key responsibilities

• Triaging incoming support tickets, assessing severity, and ensuring accurate prioritization within SLA windows
• Serving as the primary point of contact for customers, providing clear and timely status updates throughout the resolution lifecycle
• Troubleshooting application issues by reviewing logs, configurations, and data to isolate root causes before escalating to engineering

Required qualifications

• 4-year degree in IT field, or relevant experience
• Familiarity with relational databases, web technologies, or API concepts (hands-on experience a plus)
• Exposure to billing, subscription management, or SaaS revenue concepts is a plus but not required
• Strong sense of responsibility, self-motivation, and initiative
• Customer-focused mindset with a passion for continuous learning and technical growth