Note: The job is a remote job and is open to candidates in USA. Workerbee is an AI-powered platform for trusted, modern hiring that connects companies with enterprise-proven experts and AI-savvy specialists. The Application Support Analyst, Tier 2 will provide hands-on SaaS application support by resolving escalated incidents, investigating root causes, partnering with engineering, monitoring SLAs, and supporting release readiness.
Responsibilities
- Triage and resolve escalated Tier 2 tickets across SaaS platforms, covering configuration errors, integration failures, and data discrepancies
- Investigate recurring incidents to identify root cause, then document fixes and known-error articles the wider support team can reuse
- Partner with engineering on defect handoff, reproducing issues cleanly and supplying logs, environment detail, and impact assessment
- Monitor queue health against SLA targets and flag trends that point to product gaps or training needs
- Support release readiness by validating fixes in staging, updating runbooks, and briefing Tier 1 ahead of deployment
Skills
- 3+ years in application or product support for a SaaS or enterprise software environment
- Working knowledge of SQL for data investigation, plus comfort reading API logs and error traces
- Experience with ticketing and knowledge platforms such as Zendesk, Jira Service Management, ServiceNow, or Freshdesk
- Clear written communication that keeps customers informed without overloading them with internal detail
- Track record of turning repeat incidents into documentation, automation, or product feedback
Benefits
- Work on high-impact projects with leading companies across North America
- Join a trusted network of specialists and professionals in your field
- Expand your skills through learning and development opportunities
- Choose projects that fit your schedule and work style
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