Application Support Specialist

Overview

We are seeking a highly skilled and detail-oriented Tier 3 Support Analyst to join our technical support team. This role is the highest level of application support, responsible for resolving complex, high-priority production issues across our benefits administration platform. The ideal candidate will be a technical expert with deep knowledge of enterprise applications, strong analytical abilities, and experience in healthcare benefits systems.

You will serve as a critical escalation point for unresolved incidents, leading root cause analysis, troubleshooting complex integrations, and driving resolution through collaboration with Engineering, Product, QA, and Customer Success teams. Your work ensures system stability, data integrity, and exceptional customer experience in a fast-paced, mission-critical environment.

Key Responsibilities

• Serve as the primary escalation point for complex, high-impact production issues reported by customers or internal teams.
• Conduct in-depth root cause analysis (RCA) using application logs, database records, API traces, and system workflows.
• Reproduce and validate reported issues in staging or test environments to isolate technical and business-process defects.
• Perform advanced troubleshooting across multi-tiered systems, including backend services, databases, APIs, and integrations (e.g., HRIS, payroll, third-party benefit providers).
• Write and execute complex SQL queries to analyze data anomalies, validate business logic, and support diagnostics.
• Collaborate closely with Engineering teams to triage, document, and prioritize fixes; provide detailed technical feedback and reproducible test cases.
• Partner with Product and QA to clarify requirements, validate bug fixes, and support regression testing.
• Work with Customer Success to communicate technical status, timelines, and resolution strategies to stakeholders.
• Document findings, solutions, and knowledge base articles to improve team efficiency and reduce future escalations.
• Monitor system health and proactively identify potential issues through log analysis and performance trends.

Required Skills & Experience

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 3+ years of experience in technical support, application support, or software engineering roles, with proven experience at Tier 3 or equivalent level.
• Deep understanding of benefits administration systems (e.g., health, dental, vision, retirement, FSA/HSA) and associated workflows.
• Strong hands-on experience with SQL (query optimization, joins, subqueries, stored procedures) and database troubleshooting.
• Proficiency in analyzing logs (application, server, API), understanding system behavior, and identifying patterns in error messages.
• Working knowledge of RESTful APIs, web services, and integration platforms (e.g., MuleSoft, Informatica, Zapier, etc.).
• Familiarity with scripting languages such as Python, PowerShell, or Bash for automation and log parsing.
• Experience with agile development methodologies and ticketing systems (e.g., Jira, ServiceNow).
• Excellent problem-solving, analytical, and communication skills.
• Ability to manage multiple high-priority incidents simultaneously under pressure.

Preferred Qualifications

• Prior experience or similar benefits administration platforms.
• Background in US healthcare benefits, payroll integration, or HR technology (HRIS) environments.
• Exposure to cloud platforms (AWS, Azure) and containerized environments (Docker, Kubernetes).
• Experience with monitoring tools (e.g., Datadog, New Relic, Splunk).
• Certification in IT support, cloud computing, or software development (e.g., AWS Certified Cloud Practitioner, CompTIA A+/Network+, etc.).