Application Support Specialist
Role Overview
Provide Tier 3 application support for complex, high-priority production issues across a benefits administration platform.
Serve as a critical escalation point and drive resolution through collaboration with Engineering, Product, QA, and Customer Success.
The role supports system stability, data integrity, and customer experience in a mission-critical environment.
Key Skills for This Role
Full Job Posting
Role Overview
Provide Tier 3 application support for complex, high-priority production issues across a benefits administration platform.
Serve as a critical escalation point and drive resolution through collaboration with Engineering, Product, QA, and Customer Success.
The role supports system stability, data integrity, and customer experience in a mission-critical environment.
Key Responsibilities
- Lead escalation management, root cause analysis, issue reproduction, and advanced troubleshooting across backend services, databases, APIs, and integrations.
- Use SQL, logs, API traces, and system workflows to diagnose anomalies and validate business logic.
- Collaborate on fixes, requirements clarification, bug validation, regression testing, and customer-facing technical communication.
- Document solutions and knowledge articles and monitor system health for emerging issues.
Required Skills and Experience
- Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
- At least three years of technical support, application support, or software engineering experience with Tier 3 or equivalent responsibility.
- Deep understanding of benefits administration systems and related workflows.
- Strong SQL, database troubleshooting, log analysis, API, integration, scripting, agile, and ticketing experience.
- Excellent analytical, problem-solving, communication, and high-priority incident management skills.
Preferred Qualifications
- Experience with benefits administration platforms, US healthcare benefits, payroll integration, or HRIS environments.
- Exposure to AWS or Azure, Docker or Kubernetes, and monitoring tools such as Datadog, New Relic, or Splunk.
- Certifications in IT support, cloud computing, or software development are preferred.
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