Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
4 to 6 years of experience in application support, troubleshooting complex issues
Solid understanding of enterprise software applications and system architecture
Proficiency with SQL databases and complex query troubleshooting
Familiarity with AI and automation tools for application support
Working knowledge of scripting languages (e.g., Python, PowerShell) is a plus
Excellent problem-solving and analytical skills
Strong interpersonal and communication skills
Ability to work independently and collaboratively
Proactive attitude toward learning new technologies
Responsibilities
Serve as a technical point of escalation for complex application issues, performing root cause analysis
Share technical knowledge and troubleshooting best practices with junior analysts
Collaborate with development and product teams on system design discussions
Investigate, replicate, and document complex incidents, including root cause analysis
Help maintain and improve ticketing, escalation, and knowledge-management processes
Use AI-assisted tools to enhance diagnostic speed and support quality
Develop and maintain knowledge articles and troubleshooting guides
Test and validate new software releases and updates
Participate in 24/7 on-call support rotation
Identify opportunities for process automation and AI-driven efficiency gains
Contribute to continuous improvement of support processes
Benefits
Medical, Dental, and Vision Insurance
Flexible Spending Account
Health Savings Account
401(k) Plan with Company Match
Company-paid Short-Term and Long-Term Disability
Company-paid Life Insurance
Paid Holidays and Vacation
Employee Referral Program
Employee Assistance Program
Wellness Programs
Paid Community Service Opportunities
Tuition Reimbursement
Ongoing Training & Personal Development
Full Job Description
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Job Title: Senior Application Support Analyst (hybrid onsite- Monday-Thursday)
Location: US-GA-Atlanta (Sandy Springs)
FLSA: Exempt
#LI-Hybrid
Job Overview:
We are seeking a highly skilled and experienced Senior Application Support Analyst to join our dynamic team. In this role, you will act as a technical resource for the support team, helping diagnose and resolve complex application issues while sharing knowledge with less experienced analysts. You will partner with development, infrastructure, and business stakeholders to keep enterprise applications running smoothly, and you will help the team adopt AI-assisted tools to work more efficiently. This is an excellent opportunity for an experienced support professional who enjoys solving complex problems and wants to help modernize how the team works.
Job Responsibilities:
Serve as a technical point of escalation for complex application issues, performing root cause analysis and driving resolutions in partnership with development and infrastructure teams.
Share technical knowledge and troubleshooting best practices with junior and mid-level support analysts.
Collaborate with development and product teams on system design discussions, providing a support-operations perspective.
Investigate, replicate, and document complex incidents, including root cause analysis and incident summaries for stakeholders.
Help maintain and improve the ticketing, escalation, and knowledge-management processes.
Use AI-assisted tools (e.g., AI copilots, generative-AI troubleshooting assistants, intelligent ticket triage, anomaly detection, and automated log analysis) to improve diagnostic speed and support quality.
Develop and maintain knowledge articles, runbooks, and troubleshooting guides, using AI-assisted documentation tools where helpful.
Test and validate new software releases, patches, and updates prior to deployment.
Participate in 24/7 on-call support rotation with other team members.
Identify opportunities for process automation and AI-driven efficiency gains, and help implement scripts or workflows that streamline support operations.
Participate in regular team meetings and contribute to continuous improvement of support processes and procedures.
Stay current on industry trends, AI/ML capabilities, and technologies relevant to application support.
The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.
Job Requirements:
Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
4 to 6 years of experience in application support, including experience troubleshooting complex issues.
Solid understanding of enterprise software applications, system architecture, and integration patterns.
Proficiency with SQL databases, including writing and troubleshooting complex queries.
Familiarity with AI and automation tools relevant to application support, such as AI-assisted diagnostics or log analysis, generative-AI copilots (e.g., Microsoft Copilot, ChatGPT-style tools), and intelligent ticket triage.
Working knowledge of scripting languages (e.g., Python, PowerShell, or similar) is a plus.
Excellent problem-solving skills with a logical, analytical mindset.
Strong interpersonal and communication skills, with the ability to share knowledge with team members and communicate effectively with end-users and stakeholders.
Ability to work independently and collaborate effectively within a team-oriented environment.
Proactive attitude toward learning and adopting new technologies.
Experience in a customer support or technical support role is required.
Certifications related to application support, ITIL, or AI/automation tools are a plus.
