Flight Centre - Application Support Analyst - Vancouver, BC

Opportunity

Key responsibilities

• Own incoming Salesforce Cases from triage through resolution or escalation and keep case evidence, actions, workarounds, and resolutions accurately documented.
• Diagnose Level 2 application and platform issues; trace integrated workflows through case history, logs, workflow histories, monitoring, and system records.
• Escalate issues with troubleshooting evidence, business impact, and support needs; investigate connected-system failures and resolution paths.
• Collaborate with Business Analysts, Developers, and QA on changes, known issues, and platform dependencies.
• Maintain troubleshooting guides, knowledge articles, runbooks, and known-error documentation in Notion.
• Communicate technical updates and workarounds to non-technical users; support major incidents, investigations, and recovery.
• Analyze recurring issues and trends; participate in fix validation, regression testing, release readiness, and operational handovers.
• Manage cases against SLAs, protect customer and account information, and contribute to support, training, documentation, and product improvements.

Experience and qualifications

• Previous Level 1 or Level 2 technical support, application support, or service desk experience.
• Experience in an ITSM or ticketing environment; Salesforce Case Management is ideal.
• Strong written and verbal English and ability to explain technical concepts to non-technical audiences.
• Experience troubleshooting complex integrated-system issues and working with logs, workflow histories, API responses, monitoring tools, or system data.
• Analytical and problem-solving skills; ability to assess whether issues should be resolved, monitored, or escalated.
• Documentation experience, appropriate handling of sensitive customer data, strong organization, and ability to manage concurrent requests.
• Willingness and aptitude to learn multiple business-critical platforms.

Desirable experience and tools

• Exposure to Nintex K2, Microsoft Power Platform, Salesforce, or other workflow and low-code platforms is highly desirable.
• Basic SQL or data-querying skills and understanding of API-driven, automated, or event-driven processes are desirable.
• Familiarity with Notion is desirable.
• ITIL Foundation, Microsoft Power Platform Fundamentals, Salesforce Certified Associate, or similar certifications are an advantage.
• Candidates should be comfortable using AI-assisted tools while independently validating findings.

Compensation

• Anticipated annual salary is $55,000 to $75,000.

Benefits

• Benefits include paid time off, travel discounts, health and wellness programs, extended health, dental and vision coverage, insurance, an employee assistance program, retirement matching, tuition reimbursement, and an employee share plan, subject to terms.
• The employer also describes career development, recognition, volunteer, and inclusion programs.