Application Support Specialist II

Application Support Specialist - Remote

(Candidates in Jacksonville, Florida and Sharon, PA, desired; Remote OK)

Position Summary

The Application Support Specialist II is a technical support professional responsible for supporting, maintaining, troubleshooting, and improving complex enterprise applications and supporting technologies. Working with a high degree of independence, this role investigates client and production issues, validates data and system behavior, supports incident resolution, and partners with Product, Engineering, Infrastructure, and other teams to deliver reliable outcomes. The specialist develops functional and technical expertise across multiple application platforms, including AI-enabled intelligent document-processing and business intelligence, analytics, and reporting solutions. Responsibilities are based on the breadth of application knowledge, client impact, technical complexity, and quality of issue resolution.

Job Responsibilities

• Provide Tier 2 application support to clients for complex enterprise applications, resolving functional, technical, configuration, integration, reporting, and data-related issues within established service-level and severity guidelines.

• Develop and maintain working subject-matter expertise across multiple technically distinct application platforms, including user interfaces, workflows, data structures, integrations, processing logic, reporting capabilities, security controls, operational dependencies, and downstream business impact.

• Triage and investigate incidents by gathering evidence, reproducing reported behavior in appropriate test environments, reviewing logs and system activity, and distinguishing application defects from configuration, data, infrastructure, integration, or user-process issues.

• Escalate complex or high-impact issues with clear documentation of symptoms, business impact, troubleshooting performed, supporting evidence, and recommended next steps; remain engaged through resolution and verification.

• Use SQL to investigate incidents, validate data, reconcile reporting results, and support troubleshooting while following applicable data-access, privacy, and security requirements.

• Support business intelligence, analytics, and reporting capabilities, including data queries, data models, calculated fields, metrics, key performance indicators, scorecards, visualizations, dashboards, report outputs, scheduled distributions, notifications, and role-based access.

• Investigate issues involving source-data mappings, detailed and summarized queries, calculation logic, filters, dashboard presentation, report generation, automated distribution, application services, and supporting server operations.

• Support AI-enabled document intake and processing workflows, including document analysis, classification, optical character recognition, automated data extraction, page organization and merge logic, structured field mapping, quality-review processes, and responses returned to integrated systems.

• Investigate issues involving document quality, classification and extraction results, workflow failures, document-package assembly, configuration, transaction processing, integrated loan-origination or point-of-sale systems, and reporting outcomes.

• Monitor application health, availability, processing activity, performance, scheduled operations, and operational trends; identify service risks and escalate or recommend preventive improvements.

• Support application deployments, releases, upgrades, maintenance activities, testing, and change-management processes, including validation of fixes and features in non-production and production environments.

• Analyze APIs, integrations, system interactions, data movement, and business process flows to identify dependencies, failure points, and downstream impacts.

• Create and maintain accurate knowledge base articles, runbooks, troubleshooting guides, known-error records, application-support procedures, and client-facing or internal communications.

• Identify opportunities to automate repetitive support activities, improve observability, reduce recurring incidents, strengthen data quality, and improve the client's experience.

• Share application knowledge and troubleshooting practices with teammates and provide guidance to less experienced specialists without direct people-management responsibility.

• Handle other related responsibilities consistent with the role.

AI Support & Innovation Responsibilities

• Support AI-enabled document-processing capabilities, including document classification, optical character recognition, data extraction, workflow processing, page merge logic, integrated outputs, and quality-review processes.

• Investigate and resolve issues related to AI-generated classifications or extracted data, document quality, workflow failures, integrated responses, model behavior, configuration, and data-quality concerns.

• Collaborate with Product, Engineering, quality-control, and data-science teams by providing reproducible examples, supporting evidence, and clearly documented findings for product or model improvements.

• Document AI support procedures, governance requirements, best practices, known limitations, and troubleshooting methodologies.

• Support responsible AI practices by following established requirements for privacy, data security, regulatory compliance, traceability, human oversight, and appropriate use.

• Use approved AI tools in day-to-day work to improve research, analysis, troubleshooting, documentation, communication, and process efficiency while validating outputs before use.

• Maintain awareness of emerging AI, intelligent document-processing, analytics, and reporting technologies relevant to application support and client success.

Competencies

• Client focus - Builds trust through responsive, accurate, and transparent support.

• Technical problem solving - Uses evidence, pattern recognition, structured testing, and disciplined analysis to isolate causes.

• Learning agility - Develops expertise across multiple comprehensive and technically distinct application platforms and quickly learns unfamiliar tools, interfaces, data structures, processing logic, and business workflows.

• Data and analytical thinking - Understands relationships among source data, queries, calculations, visual outputs, document-processing results, and downstream systems.

• Business acumen - Connects technical details to mortgage workflows, client operations, risk, and downstream impact.

• Ownership and execution - Takes issues through investigation, escalation, resolution, verification, documentation, and follow-up.

• Communication - Tailors concise technical and business messages to clients, peers, Product, Engineering, and leadership audiences.

• Collaboration and knowledge sharing - Works effectively across teams, incorporates feedback, and helps strengthen shared support capability.

• Quality and judgment - Challenges assumptions, validates evidence, protects data, and makes practical decisions.

• Continuous improvement - Identifies recurring patterns and converts lessons learned into durable operational improvements.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Information Technology, Data Science, Business Analytics, or a related field, or an equivalent combination of education, training, and relevant experience.

• At least 5 years of progressive experience supporting enterprise software applications, including production support and client-facing issue resolution.

• Strong troubleshooting and root cause analysis skills across SaaS, web-based, multi-tier, or distributed application environments.

• Hands-on experience with SQL Server or a comparable relational database, including the ability to write and interpret queries for investigation, data validation, reconciliation, and reporting support.

• Experience supporting business intelligence, analytics, reporting, dashboard, data-integration, document-processing, workflow, or AI-enabled applications.

• Working knowledge of Windows or server-based application operations, application logs, scheduled processes, services, and common operational dependencies.

• Experience supporting APIs, integrations, application monitoring, incident management, release support, and change-control processes.

• Ability to analyze complex technical and business workflows and develop sufficient expertise across multiple enterprise applications to become a dependable application and troubleshooting resource.

• Ability to assess impact, urgency, and risk; prioritize competing work; and escalate in accordance with service-level and severity standards.

• Excellent written and verbal communication skills, with the ability to translate technical findings for client, business, and technical audiences.

• Demonstrated ability to work with moderate independence, exercise sound judgment, manage multiple investigations, and collaborate effectively across teams.

• Advanced proficiency with Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, and SharePoint.

Preferred Qualifications

• Experience in mortgage banking, financial services, banking technology, or fintech.

• Experience supporting enterprise mortgage technology or comparable financial services applications.

• Experience with complex SQL queries, data models, reporting calculations, dashboard platforms, scheduled report distribution, or server operations.

• Experience with intelligent document processing, optical character recognition, automated data extraction, document classification, machine-learning solutions, or integrated document workflows.

• Working knowledge of object-oriented programming or .NET/C# and the ability to collaborate with software engineers during defect investigation.

• Experience with cloud-based services, modern application architectures, observability platforms, and IT service management practices or frameworks such as ITIL.

• Experience improving knowledge management, operational support, monitoring, or automation processes.

Role Expectations

• Operates as an individual contributor who supports multiple technically distinct enterprise applications and is expected to build increasing application depth, sound troubleshooting judgment, and dependable ownership of assigned issues.

• Maintains confidentiality and complies with applicable security, privacy, regulatory, responsible AI, and records-management requirements.

• Participates in scheduled production support coverage or incident response as required by business needs and company policy.

FLSA Designation (US Only):

Exempt

Salary Range:

The estimated base salary range for this role is USD$72,000.00 - USD$88,000.00 per year. We include salary ranges in job postings only where required by applicable pay transparency laws, based on the jurisdictions in which the role may be performed. The posted range is a good faith estimate and reflects factors that are subject to change. Final offer amounts may vary based on job-related factors, including work location, candidate experience and expertise, and other relevant considerations.

Other Compensation (US Only):

This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.

Benefits (US Only):

Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).

Time off (US Only):

The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation including gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.

Applicants with disabilities who would like to require a reasonable accommodation related to any part of the application process may contact us at [email protected].

NOTE: If an applicant is selected to receive a conditional offer of employment, and in accordance with applicable law, a criminal background check may be conducted before the offer becomes final and employment begins. Pursuant to the San Francisco Fair Chance Ordinance, and other applicable laws, we will consider for employment qualified applicants with arrest and conviction records.

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