Application Support Analyst

SMARTFOX; United States; On-site; USD 60,000 - 95,000; Full time

Job summary

SMARTFOX in the United States is seeking an Application Support Analyst to provide Tier 2/3 support for ERP, CRM, web apps, and integrations. You will triage incidents, perform SQL queries, and work with developers to implement permanent fixes.

The role requires strong problem solving, ITSM familiarity, and clear communication under pressure. You will monitor application health, manage changes, assist deployments, and document runbooks for repeatable fixes.

Qualifications

• Solid troubleshooting skills and an evidence-first approach.
• Working knowledge of SQL (selects, joins, data validation).
• Understanding of how applications, APIs, and databases interact.
• Clear communication with technical and non-technical users under pressure.
• Familiarity with ITSM concepts (incidents, problems, changes) and ticketing.

Responsibilities

• Provide Tier 2 and Tier 3 support for business-critical apps and integrations.
• Triage, troubleshoot, and resolve incidents using logs, monitoring tools, and SQL.
• Find root causes and collaborate with developers for permanent fixes.
• Write and validate SQL queries to investigate data issues.
• Monitor health of applications, batch jobs, interfaces, and integrations.
• Manage incidents and changes in ITSM tools per ITIL practices.
• Support deployments, patches, and releases with testing and validation.
• Troubleshoot APIs and integrations using Postman and log analysis.
• Handle user access, roles, and configuration changes.
• Create knowledge base articles and runbooks for repeatable fixes.
• Communicate incident status clearly to users and stakeholders.
• Automate repetitive tasks with scripting and explore AI-assisted tooling.
• Collaborate with business users, developers, QA, DBAs, and infra teams.
• Join on-call or after-hours rotation for critical systems.

Skills

Troubleshooting

SQL knowledge

App understanding

Communication

ITSM concepts

Education

Bachelor's degree in IT/CS/IS or related field

Tools

Postman

Jira Service Management

ServiceNow

Job description

• Provide Tier 2 and Tier 3 support for business-critical applications (ERP, CRM, web apps, internal platforms, and integrations)
• Triage, troubleshoot, and resolve incidents using logs, monitoring tools, SQL queries, and application knowledge
• Find root causes of recurring issues and work with developers to get permanent fixes into releases
• Write SQL queries to investigate data problems, correct records, and validate fixes
• Monitor application health, batch jobs, interfaces, and integrations, and act before users notice
• Manage incidents, problems, and changes in ServiceNow, Jira Service Management, or similar ITSM tools, following ITIL practices
• Support deployments, upgrades, patches, and releases, including testing and post-release validation
• Troubleshoot APIs and integrations using Postman, log analysis, and basic scripting
• Handle user access, roles, and configuration changes
• Write and maintain knowledge base articles, runbooks, and known-error documentation so fixes are repeatable
• Communicate clearly during incidents: status updates for users and stakeholders, with no jargon
• Automate repetitive tasks with Python, PowerShell, or Bash, and suggest AI-assisted tooling that speeds up triage
• Partner with business users, developers, QA, DBAs, and infrastructure teams
• Join a fair on-call or after-hours rotation for critical systems [if applicable]
• Level Typical experience What you’ll own
• Application Support Analyst I - 0-2 years : Incident handling, basic SQL and log checks, user requests, documentation, learning our applications with a dedicated mentor
• Application Support Analyst II - 2-5 years : Owning support for specific applications, root cause analysis, release support, automation, mentoring newer analysts
• Senior Application Support Analyst - 5+ years : Leading major incidents, driving problem management, improving monitoring and processes, advising on production readiness, mentoring the team

Promotion criteria are written down at every level, with regular career conversations. Many of our analysts have moved into software development, SRE, DevOps, business systems analysis, QA automation, and technical leadership.

What you bring

• Solid troubleshooting skills and a methodical, evidence-first approach
• Working knowledge of SQL (selects, joins, and reading data to find what went wrong)
• Understanding of how applications work: web, databases, APIs, and basic networking concepts
• Clear communication with both technical teams and non-technical users, especially under pressure
• Familiarity with ticketing and ITSM concepts (incidents, problems, changes)
• Bachelor’s degree in IT, Computer Science, Information Systems, or a related field, or equivalent experience. Help desk veterans, bootcamp graduates, and self-taught technologists are welcome. We hire for skill, not pedigree.
• Authorization to work in the US

Nice to have (not required)

• Experience supporting ERP, CRM, or enterprise applications (SAP, Oracle, Salesforce, Workday, Dynamics, NetSuite)
• Scripting in Python, PowerShell, or Bash
• Familiarity with log and monitoring tools (Splunk, Datadog, Grafana, ELK, Dynatrace, New Relic)
• API troubleshooting experience (REST, JSON, Postman)
• Knowledge of Linux and Windows server environments
• ITIL Foundation or other certifications (ServiceNow CSA, Azure Fundamentals, AWS Cloud Practitioner)
• Experience with release management or CI/CD concepts
• Industry background in [financial services, healthcare, retail, manufacturing, SaaS, logistics, etc.]
• A home lab or personal project where you broke something and fixed it