Role OverviewWe are growing our team and seeking a
Level 2 Application Support Specialist who will serve as a subject matter expert for
retail and restaurant technology applications, specifically Point of Sale (POS) systems! Unlike a general IT support role, this position is
dedicated to troubleshooting application-level issues, including APIs, integrations, authentication, and configuration within complex enterprise environments.
You will be the
primary escalation point for application incidents unresolved by Level 1 support, using advanced diagnostic tools and log analysis to identify and resolve root causes. This role requires close collaboration with development, QA, and customer success teams to ensure applications are stable, performant, and aligned with SLAs.
Location: Tampa, FL (On-site Mon-Fri)Eligibility: U.S. Citizens, Permanent Resident or Green Card holders onlyKey Responsibilities- Act as the primary escalation point for application-related issues escalated from Level 1 support.
- Perform advanced troubleshooting on application services, including APIs, POS software, integrations, and configuration across UAT, SIT, and Production environments.
- Analyze application logs, API traces, and monitoring dashboards (Kibana, xTrace, Elastic Search, AWS CloudWatch) to identify root causes and drive resolution.
- Collaborate with engineering teams to escalate defects, reproduce complex issues, and recommend fixes or workarounds.
- Maintain and enforce Service Level Agreements (SLAs) for response and resolution times.
- Provide guidance and training to Level 1 support staff on recurring or complex application issues.
- Document standard operating procedures (SOPs), known errors, and troubleshooting guides to improve knowledge transfer and incident resolution.
- Partner with customer success and engagement teams to ensure smooth deployments, stable upgrades, and proactive monitoring of application performance.
- Participate in an on-call rotation (24/7) every two weeks to support business-critical applications.
Required Qualifications - Bachelor's degree in Computer Science, Information Systems, or equivalent experience.
- 2-3 years in an Application Support role, preferably within enterprise or SaaS environments.
- Proven ability to troubleshoot ApplicationAPIs, integrations, and authentication protocols (Azure, Auth0, OAuth, Active Directory).
- Experience with monitoring/logging tools (Kibana, Elastic, CloudWatch, xTrace).
- Familiarity with enterprise systems such as Salesforce Commerce Cloud, IBM Sterling, or similar.
- Strong documentation, collaboration, and communication skills.
Preferred Qualifications- Experience supporting Retail or Restaurant POS systems.
- Exposure to mobile platforms (iOS/Android) and Agile methodologies.
- Ability to write and debug basic JavaScript for troubleshooting.
- Familiarity with AI tools to improve support efficiency.
What Makes This Role DifferentThis is
not a general IT helpdesk role. You will not be fixing laptops, resetting printers, or handling desktop support tickets. Instead, you will:
- Deep dive into application behavior and logs.
- Solve integration and configuration issues.
- Ensure mission-critical POS and retail/restaurant systems operate at peak performance.
- Partner closely with developers and product teams to improve the software.
Benefits - Comprehensive medical, dental, and vision insurance with premiums covered by Mad Mobile.
- $1000 HSA contribution provided from day one (prorated based on start date).
- 401(k) plan with a matching contribution of up to 6% (fully vested from day one).
- Market-leading benefits package and a commitment to employee well-being.
