Application Support Specialist

Remote Jobs; San Diego (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

Remote Jobs is seeking an experienced Application Support Specialist to proactively monitor production applications, respond to failures, and triage incidents. You will collaborate with analysts, developers, QA, infrastructure, and vendors to maintain system stability and timely user updates.

The role requires strong problem-solving and communication skills, and experience with enterprise apps and ticketing systems.

Qualifications

• Associate or Bachelor’s degree or equivalent combination of education and relevant experience.
• Two or more years of experience in application support, help desk support, IT operations, or business systems support.
• Strong critical thinking, troubleshooting, and problem-solving skills.
• Demonstrated initiative and ability to independently move issues toward resolution.
• Strong written and verbal communication skills are important.
• Ability to prioritize multiple requests based on urgency and business impact.
• Ability to work effectively in a fast-paced and changing environment.
• Experience with enterprise applications (e.g., Dynamics 365) and/or ticketing platforms (e.g. Service Desk Plus, Zendesk) is a plus.
• Familiarity with data auditing, automated workflows, integrations, and production monitoring is a plus.

Responsibilities

• Proactively monitor production applications, system alerts, integrations, and automated processes.
• Identify and respond to application failures, performance issues, data problems, and other production risks.
• Triage support tickets based on urgency, business impact, and established service expectations.
• Troubleshoot and resolve routine to moderately complex application issues.
• Conduct root cause analysis and recommend solutions for recurring problems.
• Escalate complex or high-impact issues with complete troubleshooting details and supporting evidence.
• Maintain ownership of escalated issues and follow through until resolution.
• Investigate data issues and perform approved data corrections, audits, and cleanup activities.
• Create and maintain knowledgebase articles, troubleshooting guides, known issues, and support procedures.
• Communicate timely and understandable updates to users and stakeholders.
• Collaborate with business analysts, developers, QA, infrastructure teams, and vendors.
• Identify opportunities to improve application stability, support processes, and user experience.

Skills

Critical thinking

Troubleshooting

Problem solving

Communication

Prioritization

Adaptability

Education

Associate or Bachelor's degree

Tools

Dynamics 365

Service Desk Plus

Zendesk

Job description

Key Responsibilities:

• Proactively monitor production applications, system alerts, integrations, and automated processes.
• Identify and respond to application failures, performance issues, data problems, and other production risks.
• Triage support tickets based on urgency, business impact, and established service expectations.
• Troubleshoot and resolve routine to moderately complex application issues.
• Conduct root cause analysis and recommend solutions for recurring problems.
• Escalate complex or high-impact issues with complete troubleshooting details and supporting evidence.
• Maintain ownership of escalated issues and follow through until resolution.
• Investigate data issues and perform approved data corrections, audits, and cleanup activities.
• Create and maintain knowledgebase articles, troubleshooting guides, known issues, and support procedures.
• Communicate timely and understandable updates to users and stakeholders.
• Collaborate with business analysts, developers, QA, infrastructure teams, and vendors.
• Identify opportunities to improve application stability, support processes, and user experience.

Qualifications:

• Associate degree, bachelor's degree, or equivalent combination of education and relevant experience.
• Two or more years of experience in application support, help desk support, IT operations, or business systems support.
• Strong critical thinking, troubleshooting, and problem-solving skills.
• Demonstrated initiative and ability to independently move issues toward resolution.
• Strong written and verbal communication skills are important.
• Ability to prioritize multiple requests based on urgency and business impact.
• Ability to work effectively in a fast-paced and changing environment.
• Experience with enterprise applications (e.g., Dynamics 365) and/or ticketing platforms (e.g. Service Desk Plus, Zendesk) is a plus.
• Familiarity with data auditing, automated workflows, integrations, and production monitoring is a plus.

ADDITIONAL INFORMATION

ACES is an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, marital status, national origin, disability, age, or veteran status. We value diversity and encourage all qualified candidates to apply.

To learn more about how ACES uses employee data, please review our Employee Privacy Policy:

https://www.acesaba.com/employees-privacy-policy/

If you experience any issues submitting your application, please contact [e-mail].