Application Support Specialist

National Digital Trust Company (In Organization)•New York, NY

16h•Remote

About The Position

National Digital Trust Company has received conditional approval to open as a federally chartered trust bank, focusing on digital asset custody. We are building a specialized financial institution to meet the growing demand for digital asset services. This role involves working with foundational systems and processes to shape our operating model and influence how a new category of financial infrastructure comes to market. We are seeking builders who can handle complexity, tackle ambitious opportunities, and keep pace with this rapidly evolving industry.

Requirements

5+ years supporting enterprise applications in a senior or equivalent application-support capacity, across a multi-application SaaS/cloud environment.
Demonstrated breadth, not narrow depth: a track record of picking up unfamiliar applications quickly and supporting them competently.
Strong troubleshooting discipline: structured root-cause analysis, ability to reproduce and isolate issues, and judgment to know what can be fixed versus what must go to a vendor or specialist.
Comfort owning problems without a safety net: ability to drive an unfamiliar, complex issue to resolution independently.
SaaS administration fundamentals: user lifecycle, roles and permissions, licensing, and configuration management.
Working understanding of identity and access concepts: SSO, MFA, SCIM provisioning, role-based access, and least-privilege / segregation-of-duties principles.
Working understanding of how systems integrate: APIs, webhooks, SSO, and data feeds.
Excellent documentation habits: ability to write clear runbooks and KB articles as a matter of routine.
ITSM fluency: comfortable working tickets, queues, SLAs, and change-control workflows in a tool like Jira or ServiceNow.
Strong vendor-management instincts: ability to open, drive, and close vendor support cases effectively and hold vendors accountable to SLAs.
Clear communication with both technical and non-technical stakeholders.

Nice To Haves

Banking or financial-services experience.
Experience in other regulated or controlled environments (healthcare, government, fintech), and comfort operating within audit, examination, and control frameworks.
Familiarity with SOC 2 / vendor risk concepts and how application data classification (e.g., NPI/PII) shapes access and handling.
Scripting or query skills for diagnostics and reporting (e.g., SQL, basic scripting, log analysis).
Exposure to iPaaS / integration platforms and identity providers.
Relevant certifications (ITIL, vendor/admin certifications, security fundamentals).

Responsibilities

Own escalated application support: triage, reproduce, diagnose root cause, resolve, and close the loop with the requester.
Own issues to resolution: drive complex application issues to resolution yourself, engaging vendor support and outside specialists, rather than routing to engineering.
Administer SaaS and enterprise applications: configuration, user lifecycle, role and permission management, license assignment, integrations health, and routine administration.
Manage access responsibly: provision, modify, and deprovision access in line with least-privilege and segregation-of-duties principles; support access reviews and recertification.
Support integrations and data flows: understand and troubleshoot how applications connect (SSO, SCIM provisioning, API/iPaaS integrations, file feeds) and where breakages originate.
Document everything: build and maintain runbooks, knowledge-base articles, and SOPs.
Support audit and examination readiness: produce evidence on request and operate within change-control and approval workflows.
Improve the operation: identify recurring issues, push for permanent fixes, and feed application and vendor performance signals back to IT leadership and vendor management.
Partner across IT: work closely with the service desk, endpoint/identity, security, and engineering to keep the user-facing application experience stable and well-governed.