Application Support Analyst III

SMC³; Peachtree City (GA); On-site; USD 85,000 - 115,000; Full time

Job summary

A leading company in the Transportation and Logistics industry seeks an Application Support Analyst III. The role involves troubleshooting technical issues and ensuring optimal application performance through collaboration and customer interaction. Ideal candidates will possess strong problem-solving skills and technical expertise, with experience in APIs and database management.

Qualifications

• 5+ years of experience in technical support or customer-facing technical roles.
• Experience with REST/SOAP APIs and related tools.
• Ability to analyze logs and monitor systems using SQL and data visualization tools.

Responsibilities

• Troubleshoot and resolve technical issues for clients.
• Collaborate with development teams to enhance application performance.
• Document support cases and ensure resolutions are met.

Skills

Troubleshooting

Interpersonal & Team Collaboration

Problem Solving

Attention to Detail

Education

Associate’s Degree in a computer-related field

Tools

Postman

SmartBear ReadyAPI

JMeter

MongoDB

SQL

Power BI

Grafana

Job description

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Job Summary

The Application Support Analyst will have experience in providing application support in a fast-paced environment. You will be responsible for troubleshooting and resolving low-level technical issues across a wide variety of installed software and SOA systems. This role requires someone who is detail-oriented, organized, and able to manage time effectively in a challenging, dynamic environment. You will also support APIs and UI applications, work with relational and non-relational DBs, and collaborate with internal teams and clients to ensure optimal application performance.

Job Summary

The Application Support Analyst will have experience in providing application support in a fast-paced environment. You will be responsible for troubleshooting and resolving low-level technical issues across a wide variety of installed software and SOA systems. This role requires someone who is detail-oriented, organized, and able to manage time effectively in a challenging, dynamic environment. You will also support APIs and UI applications, work with relational and non-relational DBs, and collaborate with internal teams and clients to ensure optimal application performance.

Essential Functions

Note: The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar.

• Troubleshoot and resolve technical issues
• Interact with a diverse range of clients, from small businesses to large enterprises, requiring a balance of technical expertise and communication skills
• Analyze software application functionality and suggest improvements based on customer feedback
• Collaborate with software development teams, internal users, and clients to enhance application performance
• Identify root causes of application errors and escalate critical issues to product teams
• Document support cases and follow through until resolution
• Update and maintain critical data sets, supporting seamless functionality and user experience.
• Ensure internal documentation and knowledge resources reflect current processes and product updates.
• Engage directly with clients through scheduled calls to resolve complex issues, clarify concerns, and build strong relationships.
• Maintain accurate records of all case interactions, including resolution steps and customer feedback
• Take ownership of customer interactions and ensure timely follow-up
• Adhere to daily schedules and maintain high-quality support standards
• Participate in special projects and initiatives as needed
• Demonstrate strong analytical acumen by leveraging advanced diagnostic and analytical tools to interpret complex data, proactively identify system anomalies, and implement effective resolutions to prevent and mitigate issues.
• Leverage AI tools and platforms to efficiently retrieve information, generate insights, and support customer interactions, enhancing problem resolution and decision-making processes.
• Understanding of API design and backend scalability to help diagnose performance issues
• Expected to understand security best practices
• Act as a bridge between technical teams and end users
• Due to the customer-facing nature of this role, a fixed schedule—including a designated lunch break—is required
  
  

Qualifications/Education/Skills

Note: Qualifications listed are guidelines. Other factors may be taken into consideration.

• Associate’s Degree in a computer-related field or equivalent experience
• 5+ years of experience in technical support or customer-facing technical roles.
• Background in software/application support, programming, and database management.
• Experience with REST/SOAP APIs and tools like SmartBear ReadyAPI, Postman, JMeter and Swagger
• Ability to read and interpret JSON and XML
• Proficient in Microsoft Outlook and Zoom, with experience scheduling meetings, managing calendars, and facilitating virtual communication in a professional setting
• Familiarity with programming languages such as Java, JavaScript and Python
• Experience with MongoDB and SQL databases, including querying and performance tuning
• Ability to use SQL, Python, and data visualization tools (e.g., Power BI, Grafana) to analyze logs, monitor systems, and identify root causes
• Deep understanding of collaboration platforms (e.g., SharePoint, XWiki)
• Ability to actively listen, comprehend, and resolve technical issues
• Strong documentation and case management skills
• Ability to learn and master proprietary software quickly
• Foresight to anticipate and address potential issues proactively
  
  

Competencies

• Problem Solving (Troubleshooting)
• Customer-Facing Communication
• Interpersonal & Team Collaboration
• Multitasking
• Oral & Written Communication
• Planning & Organizational Skills
• Attention to Detail & Accuracy
• Adaptability & Dependability
• Initiative & Ownership Mindset

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Transportation, Logistics, Supply Chain and Storage

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