Production App Support Specialist

ACES; San Diego (CA); On-site; USD 60,000 - 75,000; Full time

Job summary

ACES in San Diego, CA is seeking an experienced Application Support Specialist to monitor production applications, respond to alerts, and triage issues. You will collaborate with business analysts, developers, QA, and infrastructure teams to maintain uptime and data integrity.

The role requires 2+ years in IT operations or help desk, a relevant degree, strong problem solving, and clear communication. You will create knowledge base articles and contribute to a fast-paced, evolving environment.

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.

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

Initiative

Communication

Prioritization

Adaptability

Education

Associate/Bachelor’s degree

Tools

Dynamics 365

Service Desk Plus

Zendesk

Job description

ACES in San Diego, CA is seeking an experienced Application Support Specialist to monitor production applications, respond to alerts, and triage issues. You will collaborate with business analysts, developers, QA, and infrastructure teams to maintain uptime and data integrity.

The role requires 2+ years in IT operations or help desk, a relevant degree, strong problem solving, and clear communication. You will create knowledge base articles and contribute to a fast-paced, evolving environment.