Enterprise Application Support Specialist

Description Job Description: Title: Enterprise Application Support Specialist Please note: Individuals may be required to work onsite in a hybrid capacity occasionally. About the Role: Join our dedicated team as an Enterprise Application Support Specialist! In this fully remote position, you will collaborate with the AVP of IT Applications and Development. Your expertise will be vital in understanding the technical architecture of large-scale enterprise systems and solving exciting challenges posed by AI-integrated workflows. You will play a crucial role in adopting enterprise applications and resolving incidents swiftly. Through research, you will identify root causes and work collaboratively with Software Development staff, Technical Support teams, IT vendors, and end users to create innovative solutions. Key Responsibilities: Technical Support: Provide expert diagnosis and resolution of complex issues relating to our enterprise software suite and participate in the on-call rotation. Incident Management: Lead the technical response to critical production issues, coordinating effectively between customer success teams and engineering. Knowledge Engineering: Create documentation on common technical challenges and troubleshooting guides for AI tools. Cross-Functional Collaboration: Act as the technical advocate for our customers, delivering valuable feedback to product and engineering teams on recurring issues. Manage Software Requests: Address and resolve complex software-related requests for assistance. Triage Functions: Troubleshoot and identify root causes for software issues promptly. Analyze Software Errors: Investigate software-related alerts and propose viable solutions. Configure Applications: Set up application workflows, alerts, reports, and SQL queries as needed. Administer Applications: Oversee and configure enterprise applications to ensure optimal performance. Test Solutions: Verify solutions through manual and automated testing before implementation. Provide Technical Support: Perform technical support functions for all company software systems. Document Activities: Maintain thorough documentation of all software support activities. Make Quick Decisions: Demonstrate the ability to make informed, swift decisions even with limited data. Review Work Logs: Analyze work logs and customer feedback regularly to identify improvement opportunities. Complete Projects: Independently manage the completion of small to medium-sized projects. Policy Compliance: Stay informed about company policies and procedures. Continuous Improvement: Actively pursue best practices to enhance both personal and team performance. Champion Company Values: Exhibit integrity and leadership in all aspects of work. Ideal Candidate Qualifications: 3+ years of experience supporting enterprise applications such as Salesforce, Workday, ServiceNow, DataDog, or similar. 3+ years of experience with cloud-based applications, SQL, and JavaScript. Bachelor's Degree in a technical field or higher. Demonstrated experience with relational databases. ITIL Foundations Certification is preferred. Strong analytical, problem-solving, and decision-making capabilities. Excellent multitasking, organizational, and prioritization skills. Exceptional verbal and written communication abilities. Proven ability to manage high work volumes with accuracy and attention to detail. Experience in a remote work environment. Adept at simplifying complex technical workflows for non-technical stakeholders. What We Offer: Competitive salaries with bonus potential. Comprehensive company-paid health insurance. Paid holidays, vacation, and sick leave. 401K plan with employer match. Opportunities for professional growth and advancement. A respectful workplace culture prioritizing work/life balance. A commitment to community service. Supportive teammates and a fulfilling work environment. What to Expect (Application Process): A 30-Minute Phone Screen, Online Assessments, and Interviews. Salary Range: The expected salary range for this position is $60,000 to $101,000 per year, based on experience, relevant skills, and location. Insurance Office of America is an equal opportunity employer committed to creating a diverse and inclusive environment for all employees. Summary: We are looking for a passionate Software Support Engineer who excels at navigating the complexities of enterprise software, emerging technologies, and user engagement. You will be instrumental in ensuring the reliability of our systems while equipping users with the tools they need for success. With dedication and a problem-solving mindset, you will support enterprise application adoption and enhance the overall user experience.

Created: 2026-03-10