Application Support Specialist/ IT Support

GSM - Green SM; Gardena (CA); On-site; USD 70,000 - 95,000; Full time

Job summary

GSM - Green SM is seeking an Technology Application Support Specialist to ensure the stability and performance of Driver, Customer, and Dispatch platforms. You will be the primary contact for application support, handling L1/L2 incidents and coordinating with global teams to keep business operations running smoothly.

Responsibilities include incident handling, root-cause analysis, knowledge management, UAT, and participation in improvement projects.

Qualifications

• 2-5 years of experience in Application Support, IT Operations, Technical Support, or related roles.
• Proven experience diagnosing and resolving L1/L2 application incidents.
• Experience supporting mobile applications (Android/iOS).
• Experience working with ticketing systems such as Jira, ServiceNow, Freshdesk, or similar platforms.
• Experience supporting ERP systems or enterprise applications is an advantage.

Responsibilities

• Provide L1 and L2 application support for GSM platforms and business applications.
• Diagnose and resolve issues related to user access, mobile apps, payments, dispatch operations, integrations, and system configurations.
• Investigate incidents and perform root cause analysis.
• Monitor application performance and proactively identify potential service disruptions.
• Lead initial incident response during on-call shifts and coordinate with stakeholders until resolution.
• Escalate complex issues to Global Technology teams with proper analysis and documentation.
• Ensure incidents are managed within SLA and track recurring issues for preventive actions.
• Support deployments, upgrades, patches, and release activities.
• Perform User Acceptance Testing (UAT) for new features and enhancements.

Tools

Jira

ServiceNow

Freshdesk

Grafana

Datadog

New Relic

Job description

The Technology Application Support Specialist is responsible for ensuring the stability, availability, and performance of GSM's technology platforms, including Driver App, Customer App, Dispatch System, and supporting business applications.

The role acts as the primary point of contact for application support, handling L1 and L2 incidents, troubleshooting technical issues, coordinating with global technology teams, and supporting local operational teams to ensure seamless business operations. This position also contributes to process improvement, knowledge management, and technology projects across the market.

Key Responsibilities

• Provide L1 and L2 application support for GSM platforms and business applications
• Diagnose and resolve application issues related to user access, mobile apps, payments, dispatch operations, integrations, and system configurations
• Investigate application incidents and perform root cause analysis
• Monitor application performance and proactively identify potential service disruptions
• Lead initial incident response during on-call shifts and coordinate with relevant stakeholders until resolution
• Escalate complex issues to Global Technology teams with proper analysis and supporting documentation
• Ensure all incidents are managed and resolved within agreed service levels (SLA)
• Track recurring issues and recommend preventive actions and long-term solutions

System Administration & Maintenance

• Manage user access, permissions, and account administration across supported platforms
• Configure and maintain application settings and operational parameters
• Support application deployments, upgrades, patches, and release activities
• Perform User Acceptance Testing (UAT) for new features and enhancements
• Validate application performance and configuration after releases
• Monitor system availability and operational health using monitoring tools
• Support software asset and license management activities

Driver & Customer Platform Operations Support

• Support operational teams in driver onboarding and platform activation processes
• Troubleshoot driver and customer application issues impacting service delivery
• Investigate trip-related, payment-related, and account-related escalations requiring technical analysis
• Coordinate closely with Operations, Customer Service, and Product teams to resolve platform issues
• Analyze application crash reports, performance issues, and operational trends using monitoring platforms
• Support configuration and validation of promotions, fare settings, and operational business rules
• Provide technical support during major launches, onboarding campaigns, and system rollouts

Documentation & Knowledge Management

• Maintain accurate documentation of incidents, investigations, and resolutions
• Develop and update SOPs, troubleshooting guides, runbooks, and knowledge base content
• Conduct knowledge-sharing sessions and provide guidance to junior support staff
• Ensure proper documentation of system changes, configurations, and operational procedures
• Drive continuous improvement of support processes and support documentation

Projects & Continuous Improvement

• Participate in technology initiatives and operational improvement projects
• Own assigned project deliverables and ensure timely completion
• Support audits, compliance reviews, and governance activities
• Evaluate support trends and identify opportunities for automation and efficiency improvements
• Stay updated on platform enhancements, new technologies, and best practices
• Proactively recommend solutions to improve system stability, operational efficiency, and user experience

Work Experience

• 2-5 years of experience in Application Support, IT Operations, Technical Support, or related roles
• Proven experience independently diagnosing and resolving L1 and L2 application incidents
• Experience supporting mobile applications (Android/iOS)
• Exposure to ride-hailing, logistics, mobility technology, e-commerce, or customer-facing digital platforms is preferred
• Experience working with ticketing systems such as Jira, ServiceNow, Freshdesk, or similar platforms
• Experience supporting ERP systems or enterprise applications is an advantage

Technical Knowledge

• Understanding of application architecture, including front-end, back-end, APIs, and databases
• Basic SQL skills for data validation and troubleshooting
• Familiarity with mobile application operations and release management
• Knowledge of cloud platforms such as AWS, Azure, or GCP
• Experience with monitoring tools such as Grafana, Datadog, New Relic, Firebase, or similar platforms
• Understanding of ITSM and ITIL processes, including Incident, Problem, Change, and Request Management
• Experience with API testing tools such as Postman and cURL
• Knowledge of payment systems, transaction flows, and reconciliation processes is a plus
• Basic networking knowledge, including DNS, HTTP/HTTPS, and connectivity troubleshooting