Application Support Specialist II

Perseus Group, Constellation Software•Sharon, PA

2d•$72,000 - $88,000•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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.

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.
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.