Job Description:
• Diagnose, reproduce, and resolve technical issues related to application software, operating systems, and integrations
• Monitor and manage inbound support requests through a ticketing system, prioritizing issues based on business impact and meeting SLAs
• Support routine software deployments, patch installations, system configuration updates, and application testing
• Isolate application bugs and collaborate with software engineers, QA teams, or third-party vendors for Tier 2/3 resolutions
• Assist end-users with application access, configuration, account permissions, and feature guidance
• Create and maintain internal knowledge base articles, troubleshooting guides, and standard operating procedures
• Install, maintain, and troubleshoot software systems and applications
• Serve as the technical bridge between end-users and development teams
• Diagnose application errors, assist with software deployments, and maintain system documentation
Requirements:
• Proficiency in Windows OS, Linux/Unix environments, or macOS depending on company stack
• Basic to intermediate knowledge of SQL, including ability to write queries to inspect data, trace bugs, or verify reports
• Foundational understanding of TCP/IP, DNS, APIs, REST protocols, and web application architecture
• Experience using issue-tracking software such as Jira and log-analysis tools
• Strong analytical capability to dissect complex technical behavior and identify root causes
• Ability to explain complex technical issues clearly to non-technical stakeholders and write detailed technical notes for engineers
• Ability to prioritize competing demands in a fast-paced environment
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience/certifications
• 1–3 years of experience in technical support, application support, or IT system support roles
• Preferred certifications: CompTIA A+, Network+, Security+, ITIL Foundation, Microsoft Certified: Fundamentals, or AWS Certified Cloud Practitioner
Benefits:
• Incentive Bonus Plans
• Medical, Dental, Vision benefits
• 401K with Company Match
• 10 Paid Holidays
• Generous Paid Time Off Packages
• Employee Stock Purchase Plan
• Paid Parental & Family Leave
• Travel under 10%
• No relocation provided