Application Support Analyst

BillingPlatform • Denver, CO

2d • $65,000 - $80,000 • Onsite

About The Position

As an Application Support Analyst, you are the first line of contact for enterprise customers experiencing issues with the BillingPlatform application. You will own tickets from initial triage through resolution or escalation, working directly with customers and coordinating with internal engineering teams to drive timely outcomes. This role requires strong communication skills, a methodical approach to troubleshooting, and a genuine commitment to customer success.

Requirements

• 4-year degree in IT field, or relevant experience
• Strong sense of responsibility, self-motivation, and initiative
• Familiarity with relational databases, web technologies, or API concepts (hands-on experience a plus)
• Excellent communication skills, both verbal and written
• Ability to thrive in a fast-paced, high-growth environment
• Customer-focused mindset with a passion for continuous learning and technical growth

Nice To Haves

• Exposure to billing, subscription management, or SaaS revenue concepts is a plus but not required

Responsibilities

• Triaging incoming support tickets, assessing severity, and ensuring accurate prioritization within SLA windows
• Serving as the primary point of contact for customers, providing clear and timely status updates throughout the resolution lifecycle
• Troubleshooting application issues by reviewing logs, configurations, and data to isolate root cause before escalating to engineering
• Escalating complex or high-impact issues to engineering with complete, well-documented context to accelerate resolution
• Documenting issues, investigation steps, and resolutions in the ticketing system to maintain an accurate support record
• Identifying patterns across tickets to surface recurring issues and contribute to proactive knowledge base improvements
• Collaborating cross-functionally with engineering, product, and professional services teams to resolve customer-impacting issues
• Leveraging scripting or custom configuration capabilities to fulfill customer requests (a plus, not required)

Benefits

• Be part of the fastest-growing companies in the United States
• Receive competitive compensation that includes a robust benefits package—medical, dental, vision, life and disability, HSA, FSA, and many perks related to health and wellness provided by our medical carriers
• 401(k) match that is 100% immediately vested
• Discretionary and charitable time off program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree