Flight Centre - Application Support Analyst - Toronto, ON

About the opportunity

Key responsibilities

• Own Salesforce cases through technical triage, resolution, or escalation, maintaining case evidence, actions, workarounds, and resolution details.
• Diagnose Level 2 application and platform issues and trace integrated workflows using logs, workflow history, monitoring data, and system records.
• Escalate with clear evidence, troubleshooting details, business impact, and support needs; determine resolution pathways for connected-system failures.
• Collaborate with Business Analysts, Developers, and QA on changes, known issues, and platform dependencies.
• Create troubleshooting guides, knowledge articles, runbooks, and known-error documentation in Notion.
• Communicate updates and workarounds to non-technical users; support major incident investigations and recovery.
• Analyze recurring issues and trends; participate in fix validation, regression testing, release readiness, and operational handovers.
• Manage multiple requests against SLAs, safeguard customer information, and contribute to support improvement initiatives.

Experience and qualifications

• Previous Level 1 or Level 2 technical support, application support, or service desk experience; ITSM or ticketing experience, ideally Salesforce Case Management.
• Strong written and verbal English communication and ability to explain technical concepts to non-technical audiences.
• Experience troubleshooting integrated systems and working with application logs, workflow histories, API responses, monitoring tools, and system data.
• Strong analytical and problem-solving skills, sound escalation judgment, and ability to manage concurrent requests.
• Experience creating technical documentation and appropriately handling sensitive customer and account data.
• Comfort using AI-assisted tools while independently validating findings; availability to align with supported regional working hours.
• Nintex K2, Microsoft Power Platform, Salesforce, other workflow platforms, basic SQL, APIs, event-driven processes, and Notion are desirable or advantageous.
• ITIL Foundation, Microsoft Power Platform Fundamentals, Salesforce Certified Associate, or similar certifications are advantageous.

Compensation

• Anticipated annual salary is $55,000–$75,000, depending on experience, geographic location, and job requirements.

Benefits

• Benefits include paid time off, travel perks, health and wellness programs, group benefits, insurance, employee assistance, retirement matching, tuition reimbursement, and employee share plan, subject to terms.