Application Support Analyst

Solifi; Atlanta (GA); Hybrid; USD 65,000 - 80,000; Full time

Job summary

Solifi is seeking an Application Support Analyst to triage, investigate, and resolve issues across our financial technology suite. The role uses Jira Service Management, supports customers remotely, and collaborates with product, engineering, and services teams to deliver effective solutions.

You will communicate with customers, provide updates through resolution, and contribute to knowledge base and process improvements.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.

Responsibilities

• Provide application support for Solifi customers across supported products and product versions, including enterprise financial and wholesale lending accounting solutions.

Skills

Analytical thinking

Problem solving

Customer communication

Team collaboration

Organizational skills

Education

Bachelor's degree

Tools

Jira Service Management

Confluence

SQL scripting

SQL Server Management Studio

Oracle

Dynamics

Job description

Solifi deliver a solid financial technology foundation for equipment, working capital, wholesale, and automotive finance firms. At Solifi, we believe that commerce is only as strong as the system it runs on. Our mission is to reshape finance technology by bringing together proven solutions into a singular powerful technology platform designed to help protect and scale financial organizations. We guard our customers by being precise and reliable, we guide their success by combining powerful technology with proven expertise, and we help them grow by unleashing their potential.

About the Team

The Customer Support team is a collaborative, fast-paced group of professionals who use technical expertise and advanced product knowledge to provide effective solutions to our growing customer base. Solifi products are critical to our customers’ business operations, and customers depend on the team to be responsive, creative and skilled in complex problem-solving and software issue resolution.

About the Position

The Application Support Analyst provides support for incidents and service requests relating to customers’ use of Solifi products. The role triages, investigates and resolves application, system, functional, financial, reporting and accounting issues, including issues that are business-critical. The analyst works remotely through the Jira Service Management support portal, telephone and web meeting technology, recommends practical solutions, and keeps customers and internal stakeholders informed through to resolution.

Solutions may include business process improvements, application configuration, system parameter changes, workarounds, revised operating procedures, user guidance, documentation, product enhancements, upgrades or additional services. The analyst also relays customer feedback to the appropriate teams and determines the best resolution approach while maintaining customer satisfaction and compliance with organizational policies, standards and procedures.

Role and Responsibilities

• Provide application support for Solifi customers across supported products and product versions, including enterprise financial and wholesale lending accounting solutions.
• Receive, log, triage and manage incidents and service requests from customers and internal teams; investigate the underlying problem and determine appropriate resolution, remediation or escalation actions.
• Perform structured problem determination, analysis, troubleshooting and resolution for functional, technical, financial, reporting, accounting and data-related issues.
• Provide timely, accurate updates and monitor requests through to resolution, ensuring customers and other interested parties remain appropriately informed.
• Implement or recommend solutions such as system parameter changes, application configuration, workarounds, revised procedures, user training, additional documentation, product enhancements, upgrades or additional services.
• Consult with customers on business questions and processes of moderate complexity, analyze their business needs and recommend effective use of Solifi solutions.
• Monitor application systems for issues, identify recurring problems and performance trends, and take or recommend corrective action to improve stability, performance and customer experience.
• Contribute to problem management and continuous improvement by identifying repeat issues, operational weaknesses and opportunities to improve support processes, customer workflows and service quality.
• Work cross-functionally with Customer Support colleagues globally and with Product, Engineering, Professional Services, Managed Services and other internal teams to resolve issues and improve outcomes.
• Work with internal teams to understand and document business functions, processes, information flows and data structures using methodical and consistent techniques.
• Investigate operational requirements and contribute to improvements by documenting information flows, processes and procedures that meet business needs.
• Coordinate with software suppliers, technology partners and internal development teams where required to resolve known problems or progress product enhancements.
• Maintain the Support Knowledge Base by documenting repeatable processes, procedures, workarounds, known issues and customer‑specific knowledge for future use.
• Ensure work is completed and documented in accordance with required standards, methods, procedures and support governance expectations.
• Participate in customer meetings and present issues, findings, options and solutions clearly in both written and verbal form.
• Contribute subject matter expertise to support-related projects, customer upgrades, implementations and cross-functional improvement initiatives as required.
• Organize, prioritize and manage multiple tasks, assignments and projects while meeting agreed service expectations.
• Participate proactively in team efforts to achieve departmental and company goals.

About You

• Bachelor’s degree in a related field preferred, or an equivalent combination of relevant education, training and experience.
• One to three years of technical support, application support or client support experience in a role involving complex issue resolution.
• Experience working in a customer support team and supporting enterprise software applications.
• General knowledge of finance and accounting, particularly within asset finance or wholesale finance, preferred.
• Working knowledge of relational databases and SQL scripting; experience with SQL Server Management Studio, Oracle or comparable database tools is preferred.
• Experience with Atlassian Jira Service Management and Confluence, or comparable service management and knowledge tools, preferred.
• Familiarity with cloud-based environments, remote workspace tools and enterprise application support technologies is advantageous.
• Exposure to Microsoft Dynamics‑based solutions is advantageous.
• Proven ability to analyze customer business needs and recommend practical, effective solutions.
• Strong troubleshooting, analytical and structured problem‑solving skills.
• Strong presentation, verbal, written and interpersonal communication skills with a clear customer service orientation.
• Ability to act as a professional liaison between Solifi, customers, internal teams and third parties.
• Demonstrated organizational skills, attention to detail, and the ability to prioritize and manage multiple activities.
• Ability to work collaboratively as part of a global team with minimal supervision.
• Experience participating in technical projects, release activities or system upgrade initiatives is advantageous.
• Strong computer skills, including effective use of the Microsoft 365 suite.

Location

Atlanta, GA (hybrid – in Alpharetta office at least two days per week and as needed)