Application Support Specialist

Kairos Living•Austin, TX

About The Position

Kairos Living is replacing a stack of disconnected tools with our own internal property management operations platform. This is where our maintenance, construction, leasing, procurement, and vendor teams do their daily work. You will be the person who makes the platform click for the people using it. That means becoming the deepest product expert in the company outside of Product itself, training every team that touches the platform, answering their questions in real time, and turning what you learn into documentation, videos, and prioritized feedback for the development team. You'll also own day-to-day administration of the platform's notification system and select system-level configurations. You'll support both internal teams and our external vendor network, so you're comfortable being the patient, friendly voice on the other end of a question, whether it's from a Kairos associate or a general contractor's office manager. This role is for someone who likes being the bridge between the people doing the work and the people building the tool.

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