Remote Application Support Analyst L2

Job description

We are seeking an experienced and proactive Application Support Analyst to join our international team. In this role, you will provide high-quality technical support for smart applications used by one of the largest transportation agencies in North America. You will be responsible for resolving complex issues, collaborating with internal teams, and ensuring a seamless user experience. This is an excellent opportunity for a detail-oriented professional with strong SQL skills, database knowledge, and a knack for problem-solving and communication.

Roles & Responsibilities

• Provide prompt and effective technical support to customers and internal stakeholders via remote channels.
• Troubleshoot and resolve Level 2+ issues, escalating complex cases when necessary.
• Identify recurring issues and propose or implement long-term solutions to reduce support volume.
• Collaborate with the development team to investigate bugs and test resolutions.
• Perform system upgrades and deliver post-upgrade support to end users.
• Document troubleshooting steps, FAQs, service bulletins, and user guides for both internal and external use.

Job Requirements

• 4+ years of experience providing Level 2 (or higher) technical support in a software environment.
• Strong command of SQL, including the ability to write SELECT, UPDATE, and other queries, with a solid understanding of JOIN operations.
• Working knowledge of MS SQL and/or Oracle databases.
• Familiarity with tools such as MS SQL Client, TOAD, or similar database management tools.
• Understanding of basic network troubleshooting tools and commands (Wireshark).
• Ability to work independently in a remote, collaborative environment.
• Excellent verbal and written communication skills in English.
• Proven analytical and problem-solving abilities.

Nice-To-Have

• Experience with Crystal Reports or other ad hoc reporting tools
• Previous experience with version control tools (SVN) is an asset
• Microsoft Certifications are a plus

Working Hours

• Standard 8 hour shift scheduled between 8 AM - 8 PM EST (US/Canada)