Remote Tier 2 Application Support Specialist

First Advantage Global operating Centre; United States; Remote; USD 70,000 - 85,000; Full time

Job summary

First Advantage Global operating Centre in the United States is seeking a Tier 2 Application Support Specialist to provide technical support across customers, with remote work and North American core hours. You will troubleshoot, identify bugs, implement solutions, and escalate only the most complex issues to engineering teams.

Expect 9:00am–6:00pm ET/6:00am–3:00pm PT hours. Monthly and daily coordination with various departments, strong SQL & API knowledge, and ITIL-based processes are

Qualifications

• Associate or Bachelor’s degree in CS or technology field.
• Proficiency with Jira, Confluence, AWS, SFTP, SAML, integrations and I-9 workflows.
• Strong MS SQL Server and SQL-based app maintenance experience.
• Solid API knowledge (REST, SOAP) and data formats (XML/JSON).
• Experience with ITIL-based support processes and incident management.

Responsibilities

• Provide courteous technical support by phone and email across verticals.
• Coordinate with fulfillment teams on issues related to verifications and orders to accelerate resolution.
• Ensure requests and case workflows meet SLAs; document interactions and resolutions.
• Escalate to Products/Engineering for complex problems and contribute to knowledge articles.
• Communicate clearly with clients, management, and teammates and troubleshoot difficult problems.

Skills

Jira & Confluence

AWS

SFTP

SAML

APIs REST/SOAP

SQL Server

MongoDB

ITIL/ServiceNow

HTML debugging

Jira (JQL) tooling

Education

Associate or Bachelor’s degree in CS/Tech

Tools

JIRA

Confluence

AWS

SFTP

SAML

Admin Client

I-9

Workforce Monitoring

ServiceNow

Job description

First Advantage Global operating Centre in the United States is seeking a Tier 2 Application Support Specialist to provide technical support across customers, with remote work and North American core hours. You will troubleshoot, identify bugs, implement solutions, and escalate only the most complex issues to engineering teams.

Expect 9:00am–6:00pm ET/6:00am–3:00pm PT hours. Monthly and daily coordination with various departments, strong SQL & API knowledge, and ITIL-based processes are