Remote Senior Application Support & Platform Reliability

OneSource Virtual; United States; On-site; USD 90,000 - 130,000; Full time

Job summary

OneSource Virtual is seeking a Senior Application Support Analyst to ensure optimal performance and reliability of our enterprise application platforms. This role requires strong technical expertise in support methodologies, advanced troubleshooting, and coordination with development and product teams to resolve complex issues.

You will monitor jobs, triage incidents, perform ad-hoc analysis, and communicate effectively with customers while leveraging AI tools to automate routine tasks and

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related technical field, or 7+ years equivalent experience.
• 5+ years of technical support experience with focus on enterprise applications.
• 3+ years of application support experience including job monitoring, incident triage, troubleshooting, and customer ticket resolution.
• Strong understanding of database systems, particularly Microsoft SQL Server, including query optimization and performance troubleshooting.
• Experience with monitoring tools, log analysis platforms, and automated alerting systems for proactive issue identification.
• Experience in Agile software development environments.

Responsibilities

• Set accurate time estimates for support activities and projects.
• Maintain accountability for work product and customer satisfaction.
• Perform comprehensive job monitoring and system health surveillance.
• Execute incident triage, escalation, and resolution processes.
• Conduct ad-hoc analysis to identify root causes and prevent recurrence.
• Collaborate with development and product teams on upcoming releases and knowledge transfer.
• Resolve customer ticket support operations and ensure timely problem resolution.
• Leverage AI tools and automation to enhance support efficiency.
• Apply established standards across all support activities and incident management.
• Provide innovation and process improvement recommendations to enhance reliability.
• Mentor associate and staff level teammates on troubleshooting and platform expertise.
• Fill information gaps independently to accomplish tasks.

Skills

Enterprise applications

Troubleshooting

Customer service

Incident management

Monitoring tools

Automation & AI tooling

Education

Bachelor's degree or equivalent experience

7+ years IT experience

Tools

Monitoring tools

Log analysis platforms

Job description

OneSource Virtual is seeking a Senior Application Support Analyst to ensure optimal performance and reliability of our enterprise application platforms. This role requires strong technical expertise in support methodologies, advanced troubleshooting, and coordination with development and product teams to resolve complex issues.

You will monitor jobs, triage incidents, perform ad-hoc analysis, and communicate effectively with customers while leveraging AI tools to automate routine tasks and