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-support procedures, and client-facing or internal communications.

Identify opportunities to automate repetitive support activities, improve observability, reduce recurring incidents, strengthen data quality, and improve the client's experience.

Share application knowledge and troubleshooting practices with teammates and provide guidance to less experienced specialists without direct people-management responsibility.

Handle other related responsibilities consistent with the role.

AI Support & Innovation Responsibilities

Support AI-enabled document-processing capabilities, including document classification, optical character recognition, data extraction, workflow processing, page merge logic, integrated outputs, and quality-review processes.

Investigate and resolve issues related to AI-generated classifications or extracted data, document quality, workflow failures, integrated responses, model behavior, configuration, and data-quality concerns.

Collaborate with Product, Engineering, quality-control, and data-science teams by providing reproducible examples, supporting evidence, and clearly documented findings for product or model improvements.

Document AI support procedures, governance requirements, best practices, known limitations, and troubleshooting methodologies.

Support responsible AI practices by following established requirements for privacy, data security, regulatory compliance, traceability, human oversight, and appropriate use.

Use approved AI tools in day-to-day work to improve research, analysis, troubleshooting, documentation, communication, and process efficiency while validating outputs before use.

Maintain awareness of emerging AI, intelligent document-processing, analytics, and reporting technologies relevant to application support and client success.

Competencies

Client focus - Builds trust through responsive, accurate, and transparent support.

Technical problem solving - Uses evidence, pattern recognition, structured testing, and disciplined analysis to isolate causes.

Learning agility - Develops expertise across multiple comprehensive and technically distinct application platforms and quickly learns unfamiliar tools, interfaces, data structures, processing logic, and business workflows.

Data and analytical thinking - Understands relationships among source data, queries, calculations, visual outputs, document-processing results, and downstream systems.

Business acumen - Connects technical details to mortgage workflows, client operations, risk, and downstream impact.

Ownership and execution - Takes issues through investigation, escalation, resolution, verification, documentation, and follow-up.

Communication - Tailors concise technical and business messages to clients, peers, Product, Engineering, and leadership audiences.

Collaboration and knowledge sharing - Works effectively across teams, incorporates feedback, and helps strengthen shared support capability.

Quality and judgment - Challenges assumptions, validates evidence, protects data, and makes practical decisions.

Continuous improvement - Identifies recurring patterns and converts lessons learned into durable operational improvements.

Required 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, including production support and client-facing issue resolution.

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, including the ability to write and interpret queries for investigation, data validation, reconciliation, and reporting support.

Experience supporting business intelligence, anal