Application Support Analyst

Description

As an Application Support Analyst, you are the first line of contact for enterprise customers experiencing issues with the BillingPlatform application. You will own tickets from initial triage through resolution or escalation, working directly with customers and coordinating with internal engineering teams to drive timely outcomes. This role requires strong communication skills, a methodical approach to troubleshooting, and a genuine commitment to customer success.

Responsibilities

• Triaging incoming support tickets, assessing severity, and ensuring accurate prioritization within SLA windows
• Serving as the primary point of contact for customers, providing clear and timely status updates throughout the resolution lifecycle
• Troubleshooting application issues by reviewing logs, configurations, and data to isolate root cause before escalating to engineering
• Escalating complex or high-impact issues to engineeri...