Proactive Application Support Engineer

ACES (Comprehensive Educational Services); San Diego (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

ACES (Comprehensive Educational Services) seeks an experienced application support specialist to monitor production systems, triage tickets, and resolve issues across IT operations.

You will work with business analysts, developers, QA, and infrastructure teams to improve stability and user experience, using Dynamics 365 and common ticketing platforms.

The role requires 2+ years in support, strong communication, and the ability to move issues toward resolution in a fast-paced environment.

Qualifications

• Associate or bachelor’s degree or equivalent combination of education and relevant experience.
• 2+ 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 skills

Prioritization

Adaptability

Initiative

Education

Associate degree

Bachelor’s degree

Tools

Dynamics 365

Service Desk Plus

Zendesk

Job description

ACES (Comprehensive Educational Services) seeks an experienced application support specialist to monitor production systems, triage tickets, and resolve issues across IT operations.

You will work with business analysts, developers, QA, and infrastructure teams to improve stability and user experience, using Dynamics 365 and common ticketing platforms.

The role requires 2+ years in support, strong communication, and the ability to move issues toward resolution in a fast-paced environment.