Lead troubleshooting and resolution of complex application issues, manage incident and problem processes, document solutions, identify root causes, and collaborate with customers and internal teams. Maintain knowledge bases and troubleshooting guides, mentor support staff, contribute to continuous improvement, support AI-related projects, and validate software features before release. Requires application support experience, SQL expertise, software debugging skills, and knowledge of software architectures and performance, security, and compatibility issues.
Application Support Analyst
Empowering Clients with System Support
re:Members associates support the powerful products on which hundreds of non-profit organizations -and their hundreds of thousands of users- rely. Our vision is to provide powerful solutions that help our non-profit clients improve the world.
Why people love working here:
- Focus on personal and career development.
- Competitive salary, benefits, and other forms of compensation.
- Fresh approaches to using familiar skill sets and areas of expertise.
- Caring, capable leaders.
- Thriving culture powered by hybrid and remote team members.
- Our vision: Provide powerful solutions that help our non-profit clients improve the world.
- Our core values: Initiative, Collaboration, Reliability and Stewardship.
This role: A day and week in the life…
- Lead troubleshooting of complex application issues ensuring timely resolution while providing mentorship and best practices within the team to enhance support efficiency.
- Drive incident and problem resolution processes, document actions, escalate unresolved issues, and identify root causes to implement long-term solutions.
- Collaborate effectively with internal teams and customers sharing insights on technical issues and their solutions.
- Maintain and update support documentation, knowledge base articles, and troubleshooting guides while contributing to continuous improvement initiatives.
- Support projects and testing initiatives, including managing AI-related projects and validating new software features before release.
This role: You will be successful in this role if you…
- Earned a bachelor’s degree in business, information systems, or related field.
- Have 5+ years of experience in an application support, technical support, or a related role including 2+ years of SQL experience.
- Experience troubleshooting and resolving complex software issues as well as diagnosing software applications and systems.
- Expertise working with software architectures, error analysis, debugging, and cross-functional collaboration to address performance, security, and compatibility issues.
- Strong familiarity with data modification commands, can understand and write intermediate SQL and queries.
Compensation
$60,000 - $80,000 USD Annually
This reflects the base salary range for this position. Actual pay may vary based on factors such as performance, skills, certification, and experience. The range provided is only one part of the overall compensation package offered to candidates.
Benefits
- 20 days of PTO + 11 paid holidays
- Medical, Dental, Vision, Life/AD&D, and Disability Insurance
- Pet Insurance Discount
- 401(K) Retirement Plan with company contribution
- Collaborative, high-energy work environment
- Hybrid/Remote first workplace
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