Application Support Specialist

Synchronoss; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Tier 2 Application Support Specialist to provide high-quality support for their cloud solutions. The role involves troubleshooting software issues, mentoring Tier 1 staff, and collaborating with engineering teams. Ideal candidates will have a strong background in software support, excellent communication skills, and a proactive approach to problem-solving. The company offers competitive salary, flexible PTO, and healthcare benefits.

Benefits

Competitive Salary + Bonus

Flex Time PTO

Healthcare

401K

Vision

Dental

Qualifications

• 3–5 years of experience in software support, ideally supporting cloud-based or SaaS applications.
• Proficient with ticketing systems for issue tracking and resolution.

Responsibilities

• Respond to Tier 1 customer support requests via ticketing system and email.
• Resolve and/or escalate technical issues using command-line tools and scripts.

Skills

Analytical Skills

Communication

Problem-Solving

Collaboration

Education

Bachelor’s degree in Information Technology

Bachelor’s degree in Computer Science

Tools

SQL

Linux

Microsoft Office Suite

Job description

Snapshot

Synchronoss Technologies (Nasdaq: SNCR), a global leader in personal Cloud solutions, empowers service providers to establish secure and meaningful connections with their subscribers. Our SaaS Cloud platform simplifies onboarding processes and fosters subscriber engagement, resulting in enhanced revenue streams, reduced expenses, and faster time-to-market. Millions of subscribers trust Synchronoss to safeguard their most cherished memories and important digital content.

We’re looking for a Tier 2 Application Support Specialist to join our team and help deliver reliable, high-quality support to our customers and internal teams.

In this role, you’ll investigate and resolve technical issues related to software functionality and configuration, escalated from Tier 1 support. You’ll follow structured troubleshooting processes, contribute to service improvements, mentor Tier 1 staff, and work closely with Tier 3 and engineering teams on more complex problems. Success in this role requires strong analytical skills, clear communication, and a proactive approach to documentation and knowledge sharing.

How you will help:

• Respond to Tier 1 customer support requests via ticketing system and email.
• Resolve and/or escalate individual and multi-user technical issues by utilizing command-line tools, cURL commands, and scripts.
• Support R&D teams by updating tickets, gathering relevant information, communicating with customers, and contributing to special projects as needed.
• Apply strong incident management and problem-solving skills in dynamic and unique environments, with a focus on timely and effective resolution.
• Develop and maintain comprehensive production support documentation, including runbooks and installation guides.

• Participate in on-call rotations during holidays as part of a collaborative support model.

Who we have in mind:

• 3–5 years of experience in software support, ideally supporting cloud-based or SaaS applications.
• Bachelor’s degree in Information Technology, Computer Science, or a related field — or equivalent hands-on experience
• Strong understanding of web, mobile, and database-driven application architecture
• Proficient with ticketing systems for issue tracking and resolution
• Hands-on experience with Linux and basic command-line operations
• Skilled in log parsing and use of log analytics tools
• Proficient in writing and executing database queries using SQL
• Solid communication and coordination skills; able to work effectively with engineers, cross-functional teams, and customers
• Proven ability to deliver high-quality support in collaboration with internal teams and client technology groups
• Self-motivated and capable of working independently within defined processes and procedures
• Enthusiastic about learning and staying current with evolving technologies
• Collaborative and team-oriented, with a proactive approach to knowledge sharing
• Comfortable using Microsoft Office Suite and other productivity tools
• Committed to delivering excellent support for both internal teams and revenue-impacting products

It would be great if you had:

• Working knowledge of scripting languages to support automation and troubleshooting
• Familiarity with web and mobile application development processes and technologies
• A foundational understanding of networking concepts and protocols
• Hands-on experience with relational databases, including querying and analyzing data
• Experience producing clear, professional Root Cause Analysis (RCA) documentation

What we offer:

• Competitive Salary + Bonus
• Flex Time PTO
• Healthcare
• 401K
• Vision
• Dental

Synchronoss is proud to be an Equal Opportunity Employer. As a global company, we value and celebrate diversity and are committed to a workplace free from discrimination and harassment. We take pride in fostering an inclusive environment based on mutual respect and merit. We are at our best when our workforce is dynamic in thought, experience, skill set, race, age, gender, sexual orientation, sexual expression, national origin and beyond.