Application Support Engineer
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AI Summary
What You'll Do
We're looking for an experienced Application Support Specialist who thrives on solving real-world customer challenges - from straightforward questions to complex, multi-system issues. In this role, you'll take full ownership of incoming issues, dive deep using your technical expertise, and partner closely with Product Engineering teams when needed to drive swift, effective resolutions that get customers back up and running fast.
Responsibilities:
- Serve as the trusted point of contact for customers facing blockers in their FA ecosystem
- Troubleshoot and resolve a wide range of service requests with speed and accuracy
- Collaborate with product teams to escalate, reproduce, and ultimately eliminate root causes
- Turn complex problems into clear solutions, improving both customer satisfaction and our platform's reliability
- Continuously develop and maintain a knowledge base to enhance incident resolution rates for FA products and services
- Maintain effective communication and collaboration with business teams to ensure timely updates are shared
- Keep your technical and application skills up to date through training and literature, sharing knowledge with others as needed
What You Will Need to be Successful:
- Experience in a 2nd line Technical Operations or Application Support role
- Familiarity with support processes
- Proven track record of delivering exceptional customer service to end users, with a focus on meaningful communication
- Ability to troubleshoot basic to advanced computer operations and software issues
- Strong knowledge of SQL and scripting languages
- Familiarity with technical and business environments and processes
- Insight into the functional aspects and technical behaviour of operating systems, development environments, and deployment practices
- Good verbal and written English communication skills
- Self-motivated with a strong initiative
- Exceptional problem-solving and analytical abilities
- Strong organizational skills to manage own backlog
- Keen attention to detail
What You May Need to be Successful:
Familiarity with Incident, Problem, Request, Escalation, and Change Management
Proficient in database configuration changes (SQL, MongoDB, RDS)
Understanding of software development practices, concepts, and technologies
Experience in Jira Service Management and Azure DevOps environments
Experience in working directly with engineering teams on addressing found bugs
Understanding the importance of thorough and secure screenings where people, processes, and technology intersect
Why Join Us at First Advantage?
At First Advantage, team members are united around a noble purpose: helping organizations to safeguard their workplaces and manage risk. The company’s culture is shaped by its core values — Authenticity, Curiosity, Integrity, Teamwork, Customer-Inspired — empowering team members to bring their best ideas forward, collaborate across departments, and make a real impact.
First Advantage offers a variety of culture programs and benefits designed to enhance employee experience and development.
Employee Impact Groups
FA Cares volunteer opportunities
Mentorship Advantage Program
SOAR, award-winning manager development program
We have great people here and are looking for more. Come join us!
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Equal Employment Opportunities at First Advantage
First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.
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