Application Support Specialist

Kairos Living LLC•Austin, TX

About The Position

Kairos Living is seeking an Application Support Specialist to be the primary point of contact for their internal property management operations platform, known as KOS. This role involves becoming a deep product expert, training various teams, providing real-time support, and creating documentation and training materials. The specialist will also manage the platform's notification system and certain system-level configurations. The role requires supporting both internal teams and an external vendor network, acting as a bridge between users and the development team.

Requirements

3+ years in application support, product support, technical training, or IT support for a business application.
Demonstrated ability to learn a complex system deeply and explain it simply to non-technical users.
Strong written communication; you can write a clear how-to article and a clear bug report.
AI-oriented for maximizing efficiency without compromising on output quality.
Comfortable supporting users by phone, not just chat and email.
Comfort administering a SaaS platform: user management, permissions, configuration settings.
Experience with a ticketing system such as Jira, Freshdesk, Zendesk, or ServiceNow.
Organized and self-directed enough to own a support queue and a content backlog at the same time.
Patience and steadiness with frustrated users under time pressure.

Nice To Haves

Spanish fluency, for working with our vendor network.
Screen recording and light video editing (Loom, Camtasia, Descript, or similar).
Property management, real estate, or construction operations background.
Experience with Yardi or a comparable property management system.
Experience supporting a platform through an initial rollout, not just steady state.

Responsibilities

Build and run onboarding and refresher training for internal teams and external vendors, live and recorded.
Maintain a training curriculum per role and module, updated as the product changes.
Run train-the-trainer sessions so team leads can onboard their own new hires.
Own new-hire KOS onboarding across the company.
Serve as first line of support for internal teams and external vendors across Slack, phone, and the ticketing queue.
Triage, reproduce, and resolve issues; escalate what you can't.
Track recurring issues and patterns instead of just closing tickets.
Hold office hours or a standing support window during high-change periods.
Build and own the KOS knowledge base: how-to articles, workflow guides, FAQs, release notes.
Produce short tutorial videos for core workflows and new features.
Write for two audiences: internal associates and external vendors, who need different depth.
Document at a level where a teammate can cover the support queue for a week using your articles alone.
Keep everything current, retiring stale content aggressively.
Convert support signal into well-written Jira tickets with clear reproduction steps, screenshots, severity, and user impact.
Partner with Product on prioritization; represent the user's perspective in backlog reviews.
Participate in UAT and validate fixes before they reach users.
Close the loop with users when their issue ships.
Administer the KOS notification system: templates, recipients, triggers, and escalation rules.
Manage system-level configuration such as user accounts, roles and permissions, dropdown and reference data, and approval routing setup.
Maintain configuration documentation and a change log so changes are traceable.