Application Support Specialist II

🔥 14 hours ago

🐊 Florida, Pennsylvania – Remote

🐊 Florida – Remote 🔔 Pennsylvania – Remote

💵 $72k - $88k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 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 Tier 2 application support to clients for complex enterprise applications • Develop and maintain subject-matter expertise across multiple technically distinct application platforms • Triage and investigate incidents by gathering evidence, reproducing behavior, reviewing logs, and distinguishing application defects from configuration, data, infrastructure, integration, or user-process issues • Escalate complex or high-impact issues with documented symptoms, business impact, troubleshooting, evidence, and recommended next steps; remain engaged through resolution and verification • Use SQL to investigate incidents, validate data, reconcile reporting results, and support troubleshooting • Support business intelligence, analytics, reporting, dashboards, metrics, visualizations, scheduled distributions, notifications, and role-based access • Investigate source-data mappings, queries, calculation logic, filters, dashboards, report generation, automated distribution, application services, and server operations • Support AI-enabled document intake and processing, including classification, OCR, automated extraction, page organization, field mapping, quality review, and integrated responses • Investigate document quality, 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 • Support deployments, releases, upgrades, maintenance, testing, change management, and validation of fixes and features • Analyze APIs, integrations, system interactions, data movement, and business process flows • Create and maintain knowledge-base articles, runbooks, troubleshooting guides, known-error records, procedures, and communications • Identify opportunities to automate repetitive support activities, improve observability, reduce recurring incidents, strengthen data quality, and improve client experience • Share application knowledge and troubleshooting practices with teammates and guide less experienced specialists without direct people-management responsibility • Collaborate with Product, Engineering, quality-control, and data-science teams on AI-related investigations and improvements • Support responsible AI practices involving privacy, data security, regulatory compliance, traceability, 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, intelligent document-processing, analytics, and reporting technologies • Operate as an individual contributor supporting multiple enterprise applications and assigned issues

🎯 Requirements

• 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 writing and interpreting queries • Experience supporting business intelligence, analytics, reporting, dashboard, data-integration, document-processing, workflow, or AI-enabled applications • Working knowledge of Windows or server-based application operations, application logs, scheduled processes, services, and common operational dependencies • Experience supporting APIs, integrations, application monitoring, incident management, release support, and change-control processes • Ability to analyze complex technical and business workflows and develop expertise across multiple enterprise applications • 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 work with moderate independence, exercise sound judgment, manage multiple investigations, and collaborate across teams • Advanced proficiency with Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, and SharePoint • Experience in mortgage banking, financial services, banking technology, or fintech preferred • Experience with enterprise mortgage technology or comparable financial services applications preferred • Experience with complex SQL queries, data models, reporting calculations, dashboard platforms, scheduled report distribution, or server operations preferred • Experience with intelligent document processing, optical character recognition, automated data extraction, document classification, machine-learning solutions, or integrated document workflows preferred • Working knowledge of object-oriented programming or .NET/C# preferred • Experience with cloud-based services, modern application architectures, observability platforms, and IT service management practices or frameworks such as ITIL preferred • Experience improving knowledge management, operational support, monitoring, or automation processes preferred • Maintains confidentiality and complies with applicable security, privacy, regulatory, responsible AI, and records-management requirements • Participates in scheduled production support coverage or incident response as required by business needs and company policy

🏖️ Benefits

• Company profit sharing bonus plan • Medical, dental, and vision benefits • Basic life insurance • Short-term and long-term disability • 401(k) participation with company match • Minimum of 10 days of vacation for new employees • Sick time based on state requirements • 8 Company-paid holidays • 2 personal holidays per year • Reasonable accommodation for applicants with disabilities • Inclusive work environment and equal opportunity employment