[Hiring] Application Support Specialist II @Perseus Group, Constellation Software

Role Description

The Application Support Specialist II is a technical support professional responsible for supporting, maintaining, troubleshooting, and improving complex enterprise applications and supporting technologies. This role investigates client and production issues, validates data and system behavior, supports incident resolution, and partners with Product, Engineering, Infrastructure, and other teams to deliver reliable outcomes.

• Provide Tier 2 application support to clients for complex enterprise applications, resolving functional, technical, configuration, integration, reporting, and data-related issues within established service-level and severity guidelines.
• Develop and maintain working subject-matter expertise across multiple technically distinct application platforms.
• Triage and investigate incidents by gathering evidence, reproducing reported behavior, reviewing logs, and distinguishing application defects.
• Escalate complex or high-impact issues with clear documentation and remain engaged through resolution and verification.
• Use SQL to investigate incidents, validate data, and support troubleshooting while following applicable data-access, privacy, and security requirements.
• Support business intelligence, analytics, and reporting capabilities.
• Investigate issues involving source-data mappings and report generation.
• Support AI-enabled document intake and processing workflows.
• Monitor application health, availability, processing activity, and performance.
• Support application deployments, releases, upgrades, and maintenance activities.
• Create and maintain accurate knowledge base articles and troubleshooting guides.
• Identify opportunities to automate repetitive support activities and improve observability.
• Share application knowledge and troubleshooting practices with teammates.
• Handle other related responsibilities consistent with the role.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Information Technology, Data Science, Business Analytics, or a related field, or an equivalent combination of education, training, and relevant experience.
• At least 5 years of progressive experience supporting enterprise software applications.
• Strong troubleshooting and root cause analysis skills across SaaS, web-based, multi-tier, or distributed application environments.
• Hands-on experience with SQL Server or a comparable relational database.
• Experience supporting business intelligence, analytics, reporting, and AI-enabled applications.
• Working knowledge of Windows or server-based application operations.
• Experience supporting APIs, integrations, application monitoring, and incident management.
• Ability to analyze complex technical and business workflows.
• Excellent written and verbal communication skills.
• Advanced proficiency with Microsoft 365 applications.

Requirements

• Experience in mortgage banking, financial services, banking technology, or fintech.
• Experience with intelligent document processing and automated data extraction.
• Working knowledge of object-oriented programming or .NET/C#.
• Experience with cloud-based services and IT service management practices.

Benefits

• Full time employees will be eligible for a wide range of benefits, including medical, dental, vision, basic life insurance, and 401(k) participation (with company match).
• The Company provides a minimum of 10 days of vacation for new employees, sick time based on state requirements, 8 Company-paid holidays, and 2 personal holidays per year.

Company Description

We recognize the value and importance of diversity and inclusion in our communities and in the workplace. We celebrate diversity and one of our goals as an employer is to create an inclusive work environment for all employees. We are an equal opportunity employer and do not discriminate against any employee or applicant because of race, religion, sex, sexual orientation, pregnancy, national origin, age, marital status, veteran status, disability status, or any other category or characteristic protected by law.