Application Support Specialist

Application Support Specialist

(Remote candidates will be considered)

National Digital Trust Company (In Organization) has received conditional approval from the Office of the Comptroller of the Currency to open as a federally chartered trust bank to provide a broad range of digital asset services.

We are building a specialized financial institution addressing the growing demand for digital asset services. Our primary business will focus on digital asset custody, providing secure, efficient custodial and fiduciary services for a variety of digital assets. 

You will work with foundational systems and processes to help shape our operating model and influence how a new category of financial infrastructure comes to market.

We are looking for builders who handle complexity with confidence and tackle ambitious opportunities while keeping pace with this rapidly evolving industry.  Let’s build this together!

Our Principles 

Greatness is a mindset, not an accomplishment. Mediocrity is unacceptable. Excellence is contagious. We hire people because we believe in their greatness. Now is the time to prove us right.

Responsibility comes with the territory. Everyone is an owner, which means we share a common vision and mutual accountability. We act in line with our strategic objectives and the trust our customers place in us. We believe there is no such thing as "not my problem." Taking this level of ownership not only drives our collective success but also offers the potential for significant reward.

Innovation and adaptation are in our DNA. We are in a period of the most dramatic and rapid period of technological change in the history of humankind. Those that stay ahead will thrive, those that don't, won't. We innovate intelligently and thrive on overcoming challenges, to get (at least) a little better every day and ensure our continued growth and success.

Team first. We are reliable teammates working together toward extraordinary success through honesty and accountability. We believe collaboration knows no hierarchy, and we focus on what matters.  We work toward consensus, but when necessary, we disagree and commit. We know that winners win.

Job Overview

As an Application Support Specialist, you will own the day-to-day health, supportability, and user experience of our enterprise application portfolio. You are the accountable owner for resolving the application issues the front line can’t — and, in practice, for taking those issues all the way to resolution. We do not currently operate a separate Tier 3 / engineering application-support function, so this role is expected to resolve complex problems directly, lean on vendor support and outside specialists where needed, and keep our engineering team off the routine escalation path.

We are deliberately not hiring for tool-specific expertise. Our environment spans dozens of SaaS and cloud applications and it changes constantly. We are hiring for the underlying capability: the ability to learn any application quickly, reason about how systems connect, troubleshoot methodically, work vendor support hard, and operate inside the controls of a regulated banking environment. If you’ve mastered ten enterprise applications in your career, we trust you to master the eleventh — the specific products listed below are context, not a checklist.

What you’ll do

• Own escalated application support. Take ownership of escalated incidents and service requests across the portfolio: triage, reproduce, diagnose root cause, resolve, and close the loop with the requester.
• Own issues to resolution. With no standing Tier 3 function today, you drive complex application issues to resolution yourself — engaging vendor support and outside specialists where needed, and driving those cases to closure rather than parking them. Routing to engineering is a deliberate last resort, not a default hand-off.
• Administer SaaS and enterprise applications. Configuration, user lifecycle, role and permission management, license assignment, integrations health, and routine administration across the portfolio.
• Manage access responsibly. Provision, modify, and deprovision access in line with least-privilege and segregation-of-duties principles. Support access reviews and recertification.
• Support integrations and data flows. Understand and troubleshoot how applications connect (SSO, SCIM provisioning, API/iPaaS integrations, file feeds) and where breakages originate.
• Document everything. Build and maintain runbooks, knowledge-base articles, and SOPs so knowledge isn’t trapped in one person’s head.
• Support audit and examination readiness. Produce evidence on request (access listings, change records, support metrics) and operate within change-control and approval workflows.
• Improve the operation. Identify recurring issues, push for permanent fixes over repeat tickets, and feed application and vendor performance signals back to IT leadership and vendor management.
• Partner across IT. Work closely with the service desk, endpoint/identity, security, and engineering to keep the user-facing application experience stable and well-governed.

The application environment

You’ll support a broad, evolving portfolio. The named tools below are representative of what we run today; the comparable tools in each category set expectations about the categories you’ll work across — not a requirement to have used any specific product.

• HR, payroll & people: Workday (HCM / financials), TriNet (PEO — payroll & benefits), and comparable platforms such as ADP, UKG, Rippling, or BambooHR.
• CRM, sales & marketing: HubSpot, Saleshood, and comparable platforms such as Salesforce, Marketo, Gong, or Outreach.
• Collaboration & productivity: Slack, Lucid, Smartsheet, Geekbot, Whale, and comparable tools such as Microsoft Teams, Asana, monday.com, Notion, or Confluence.
• ITSM & developer tooling: Jira, GitHub, and comparable tools such as ServiceNow, GitLab, or Azure DevOps.
• Identity, access & secrets: Entitle / BeyondTrust, HashiCorp Vault, Keeper, AWS IAM Identity Center, Apple Business Manager, and comparable tools such as Okta, Microsoft Entra ID, CyberArk, or 1Password.
• Security, GRC & compliance: Tenable One, Clover Security, Paramify, Mitratech, and comparable platforms such as Qualys, Wiz, Vanta, Drata, or RSA Archer.
• Cloud & data infrastructure: AWS, Cloudflare, Elasticsearch / Elastic Cloud, Neon, and comparable platforms such as Microsoft Azure, Google Cloud, Datadog, Splunk, or Snowflake.
• Integration & automation: Merge, and comparable platforms such as Workato, MuleSoft, or Zapier.
• Corporate ops & commercial: Loopio, Carta, and comparable tools such as DocuSign, Ironclad, or RFPIO.

What we’re looking for

• 5+ years supporting enterprise applications in a senior or equivalent application-support capacity, across a multi-application SaaS/cloud environment.
• Demonstrated breadth, not narrow depth. A track record of picking up unfamiliar applications quickly and supporting them competently — we weigh how you learn and troubleshoot over which tools appear on your résumé.
• Strong troubleshooting discipline. Structured root-cause analysis, the ability to reproduce and isolate issues, and the judgment to know what you can fix versus what must go to a vendor or specialist.
• Comfort owning problems without a safety net. You can drive an unfamiliar, complex issue to resolution on your own — researching, testing, and working vendor support hard — rather than waiting for an internal escalation tier to take it.
• SaaS administration fundamentals. User lifecycle, roles and permissions, licensing, and configuration management.
• Working understanding of identity and access concepts — SSO, MFA, SCIM provisioning, role-based access, and least-privilege / segregation-of-duties principles.
• Working understanding of how systems integrate — APIs, webhooks, SSO, and data feeds — enough to localize where a failure sits.
• Excellent documentation habits. You write clear runbooks and KB articles as a matter of routine.
• ITSM fluency. Comfortable working tickets, queues, SLAs, and change-control workflows in a tool like Jira or ServiceNow.
• Strong vendor-management instincts. You open, drive, and close vendor support cases effectively and hold vendors accountable to SLAs.
• Clear communication with both technical and non-technical stakeholders.

Preferred (nice to have)

• Banking or financial-services experience is a significant advantage. We are a regulated trust bank, so direct exposure to banking operations, financial-institution controls, and regulatory examination is highly valued and will set strong candidates apart.
• Experience in other regulated or controlled environments (healthcare, government, fintech), and comfort operating within audit, examination, and control frameworks.
• Familiarity with SOC 2 / vendor risk concepts and how application data classification (e.g., NPI/PII) shapes access and handling.
• Scripting or query skills for diagnostics and reporting (e.g., SQL, basic scripting, log analysis).
• Exposure to iPaaS / integration platforms and identity providers.
• Relevant certifications (ITIL, vendor/admin certifications, security fundamentals).

How you work

• You resolve, you don’t just reroute — with no Tier 3 net beneath you today, you own the problem end to end and bring in vendors or outside specialists rather than pushing it to engineering.
• You’re comfortable with ambiguity and a fast-changing stack; you’d rather learn a new tool than wait for someone to train you on it.
• You externalize knowledge instead of hoarding it.
• You operate cleanly inside controls — access discipline, change control, and evidence trails are second nature, not friction.

What success looks like in the first year

• Complex application issues resolve with you and your vendor relationships — engineering is pulled in rarely and only by deliberate decision.
• The application portfolio has current, usable runbooks and support documentation — not tribal knowledge.
• Access provisioning and reviews run cleanly and produce audit-ready evidence on demand.
• Recurring issues get permanent fixes, and ticket volume on known problems trends down.
• You’ve built the resolution patterns, vendor relationships, and documentation that a future Tier 3 application-support function — potentially yours to step into — would be built on.

We promote diversity of thought, culture, background, and experience. We are an equal opportunity employer, and employment at our company is based solely on one's merit and qualifications directly related to professional competence. We do not discriminate based on race, creed, color, ancestry, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, military or veteran status, or any other characteristics protected by law. 

Featured benefits 

Employer-provided: Medical, Dental, and Vision insurance, 401(k), life and disability insurance.