Senior Application Support Analyst

Safe-Guard Products International LLC•Atlanta, GA

5d•Hybrid

About The Position

We are seeking a highly skilled and experienced Senior Application Support Analyst to join our dynamic team. In this role, you will act as a technical resource for the support team, helping diagnose and resolve complex application issues while sharing knowledge with less experienced analysts. You will partner with development, infrastructure, and business stakeholders to keep enterprise applications running smoothly, and you will help the team adopt AI-assisted tools to work more efficiently. This is an excellent opportunity for an experienced support professional who enjoys solving complex problems and wants to help modernize how the team works.

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
4 to 6 years of experience in application support, including experience troubleshooting complex issues.
Solid understanding of enterprise software applications, system architecture, and integration patterns.
Proficiency with SQL databases, including writing and troubleshooting complex queries.
Familiarity with AI and automation tools relevant to application support, such as AI-assisted diagnostics or log analysis, generative-AI copilots (e.g., Microsoft Copilot, ChatGPT-style tools), and intelligent ticket triage.
Excellent problem-solving skills with a logical, analytical mindset.
Strong interpersonal and communication skills, with the ability to share knowledge with team members and communicate effectively with end-users and stakeholders.
Ability to work independently and collaborate effectively within a team-oriented environment.
Proactive attitude toward learning and adopting new technologies.
Experience in a customer support or technical support role is required.

Nice To Haves

Working knowledge of scripting languages (e.g., Python, PowerShell, or similar) is a plus.
Certifications related to application support, ITIL, or AI/automation tools are a plus.

Responsibilities

Serve as a technical point of escalation for complex application issues, performing root cause analysis and driving resolutions in partnership with development and infrastructure teams.
Share technical knowledge and troubleshooting best practices with junior and mid-level support analysts.
Collaborate with development and product teams on system design discussions, providing a support-operations perspective.
Investigate, replicate, and document complex incidents, including root cause analysis and incident summaries for stakeholders.
Help maintain and improve the ticketing, escalation, and knowledge-management processes.
Use AI-assisted tools (e.g., AI copilots, generative-AI troubleshooting assistants, intelligent ticket triage, anomaly detection, and automated log analysis) to improve diagnostic speed and support quality.
Develop and maintain knowledge articles, runbooks, and troubleshooting guides, using AI-assisted documentation tools where helpful.
Test and validate new software releases, patches, and updates prior to deployment.
Participate in 24/7 on-call support rotation with other team members.
Identify opportunities for process automation and AI-driven efficiency gains, and help implement scripts or workflows that streamline support operations.
Participate in regular team meetings and contribute to continuous improvement of support processes and procedures.
Stay current on industry trends, AI/ML capabilities, and technologies relevant to application support.