Application Support Specialist II

Application Support Specialist - Remote

(Candidates in Jacksonville, Florida and Sharon, PA, desired; Remote OK)
Position Summary

The Application Support Specialist II is a technical support professional responsible for supporting, maintaining, troubleshooting, and improving complex enterprise applications and supporting technologies. Working with a high degree of independence, 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. The specialist develops functional and technical expertise across multiple application platforms, including AI-enabled intelligent document-processing and business intelligence, analytics, and reporting solutions. Responsibilities are based on the breadth of application knowledge, client impact, technical complexity, and quality of issue resolution.
Job Responsibilities

-
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, including user interfaces, workflows, data structures, integrations, processing logic, reporting capabilities, security controls, operational dependencies, and downstream business impact.

-
Triage and investigate incidents by gathering evidence, reproducing reported behavior in appropriate test environments, reviewing logs and system activity, and distinguishing application defects from configuration, data, infrastructure, integration, or user-process issues.

-
Escalate complex or high-impact issues with clear documentation of symptoms, business impact, troubleshooting performed, supporting evidence, and recommended next steps; remain engaged through resolution and verification.

-
Use SQL to investigate incidents, validate data, reconcile reporting results, and support troubleshooting while following applicable data-access, privacy, and security requirements.

-
Support business intelligence, analytics, and reporting capabilities, including data queries, data models, calculated fields, metrics, key performance indicators, scorecards, visualizations, dashboards, report outputs, scheduled distributions, notifications, and role-based access.

-
Investigate issues involving source-data mappings, detailed and summarized queries, calculation logic, filters, dashboard presentation, report generation, automated distribution, application services, and supporting server operations.

-
Support AI-enabled document intake and processing workflows, including document analysis, classification, optical character recognition, automated data extraction, page organization and merge logic, structured field mapping, quality-review processes, and responses returned to integrated systems.

-
Investigate issues involving document quality, classification and extraction results, workflow failures, document-package assembly, configuration, transaction processing, integrated loan-origination or point-of-sale systems, and reporting outcomes.

-
Monitor application health, availability, processing activity, performance, scheduled operations, and operational trends; identify service risks and escalate or recommend preventive improvements.

-
Support application deployments, releases, upgrades, maintenance activities, testing, and change-management processes, including validation of fixes and features in non-production and production environments.

-
Analyze APIs, integrations, system interactions, data movement, and business process flows to identify dependencies, failure points, and downstream impacts.

-
Create and maintain accurate knowledge base articles, runbooks, troubleshooting guides, known-error records, application-suppor