Application Support Specialist

Careerswift

2d•$52,000 - $68,000•Remote

About The Position

CerebriOS is a software company building B2B SaaS products that help businesses make better decisions, streamline operations, and get more value from their data. Our products combine practical business workflows with intuitive technology designed for everyday use. We are looking for an Application Support Specialist to help customers and internal teams resolve issues related to our software products. You will investigate application issues, troubleshoot product functionality, document solutions, and work closely with Product and Engineering teams when more complex problems need to be escalated. This role is a strong fit for someone who enjoys troubleshooting software, working with customers, and understanding how applications work without needing to be a software developer.

Requirements

1+ year of experience in application support, technical support, customer support, or a similar role
Strong troubleshooting and problem-solving skills
Comfortable learning and supporting software applications
Ability to explain technical information clearly to non-technical users
Strong attention to detail and follow-through
Strong written and verbal English communication skills
Ability to investigate issues independently and know when to escalate
Comfortable working in a remote environment

Nice To Haves

Experience supporting B2B SaaS products
Familiarity with Jira, Zendesk, Intercom, or similar support tools
Basic SQL or database knowledge
Familiarity with APIs, integrations, or web applications
Experience working with browser-based software
Experience creating technical documentation or knowledge-base articles
Familiarity with Agile or Scrum environments

Responsibilities

Provide application support to customers and internal users
Investigate and troubleshoot issues related to CerebriOS products
Reproduce reported issues and identify potential causes
Guide users through product features, workflows, and basic troubleshooting steps
Review application behavior, error messages, and relevant data when investigating issues
Document reported problems, troubleshooting steps, and resolutions
Escalate complex or technical issues to Engineering or Product teams
Follow up on escalated issues and communicate updates to users
Identify recurring application issues and suggest improvements
Help maintain internal knowledge bases, support documentation, and troubleshooting guides
Assist with testing product fixes and updates from a support perspective