Application Support Specialist – Level III

🕒 September 8

🇺🇸 United States – Remote

💵 $76.5k - $93.5k / year

⏰ Full Time

🟠 Senior

🔴 Lead

💝 Customer Support

👻 Ghost score 0%

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Perseus Group, Constellation Software

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1997

🤝 B2B

☁️ SaaS

B2B • SaaS

Perseus Group is a part of Constellation Software Inc. , focused on investing in and building enduring software businesses. With operations in over 100 vertical markets and a family of more than 800 companies, Perseus Group specializes in acquiring B2B software companies that provide mission-critical solutions for niche markets. Their approach involves offering permanent capital, fostering a culture of excellence, and ensuring recurring revenue through SaaS or maintenance models. The group emphasizes continuous improvement, empowered leadership, and integrity in all operations.

📋 Description

• Provide advanced Tier 3 application support to clients and internal users • Resolve complex functional, technical, configuration, integration, and data-related issues within service-level and severity guidelines • Serve as a technical escalation point for critical incidents and high-severity production issues • Assess impact and urgency, coordinate responders, communicate with stakeholders, and support service restoration • Reproduce issues in test environments, isolate contributing factors, document findings, and distinguish application defects from configuration, data, infrastructure, integration, or user-process issues • Lead root cause analysis for recurring or significant incidents and implement corrective and preventive actions with Product, Engineering, Infrastructure, and other teams • Use SQL to investigate incidents, validate data, reconcile results, and support troubleshooting • Review application logs, code paths, and system interactions; apply .NET and C# knowledge to debug issues • Monitor application health, availability, performance, and operational trends • Support deployments, releases, upgrades, maintenance activities, and change-management processes • Analyze APIs, integrations, distributed services, and business process flows • Create and maintain knowledge articles, runbooks, troubleshooting guides, known-error records, and operational procedures • Identify opportunities to automate repetitive support activities, improve observability, reduce recurring incidents, and strengthen client and user experience • Provide technical coaching and knowledge transfer to less experienced specialists • Support AI-enabled applications, copilots, intelligent automation solutions, and machine-learning products • Monitor AI solution performance, usage trends, and operational effectiveness • Investigate issues involving AI-generated outputs, workflows, prompts, integrations, and data quality • Assist with AI feature testing, validation, and user acceptance activities • Collaborate with Product and Engineering teams to evaluate AI enhancements and recommend improvements • Document AI support procedures, governance requirements, best practices, and troubleshooting methodologies • Follow responsible AI requirements for privacy, data security, regulatory compliance, human oversight, and appropriate use • Use approved AI tools to improve research, analysis, troubleshooting, documentation, communication, and process efficiency while validating outputs • Maintain awareness of emerging AI technologies and relevant industry best practices • Participate in scheduled production-support coverage, release activities, incident response, and on-call rotation as required

🎯 Requirements

• At least 7 years of progressive experience supporting enterprise software applications, including complex production support and client-facing issue resolution • Experience supporting Empower Loan Origination System (LOS) in a production environment, including issue resolution, workflow troubleshooting, system configuration, user support, and coordination with business and technical stakeholders • Advanced 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 writing queries for investigation and data validation • Working knowledge of object-oriented programming and .NET/C#, including reviewing code and collaborating with software engineers on defect resolution • Experience supporting APIs, integrations, application monitoring, incident management, release support, and change-control processes • Ability to assess impact, urgency, and risk; prioritize competing work; and escalate according to service-level and severity standards • Excellent written and verbal communication skills • Ability to translate technical findings for client, business, and leadership audiences • Ability to work independently, exercise sound judgment, and lead technical investigations with limited guidance • Advanced proficiency with Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, and SharePoint • Scheduled on-call rotation participation as required • Preferred: Experience in mortgage banking, financial services, banking technology, or fintech • Preferred: Experience supporting Dark Matter products or a comparable mortgage technology ecosystem • Preferred: Experience with cloud-based services, modern application architectures, observability platforms, and IT service management practices or frameworks such as ITIL • Preferred: Experience supporting AI-enabled applications, copilots, intelligent automation, chatbots, or machine-learning solutions • Preferred: Experience mentoring support professionals and improving knowledge-management or operational-support processes

🏖️ Benefits

• Company profit sharing bonus plan • Medical insurance • Dental insurance • Vision insurance • Basic life insurance • Short-term disability • Long-term disability • 401(k) participation with company match • Minimum 10 days of vacation for new employees • Sick time based on state requirements • 8 Company-paid holidays per year • 2 personal holidays per year • Reasonable accommodation related to the application process