Application Support Technician

Application Support Technician

Onsite | Austin, TX | Contract-to-Hire

We are seeking an Application Specialist Technician to support a newly launched, enterprise-grade platform. This role will focus on helping users successfully onboard, configure, and navigate the platform, while providing ongoing technical and functional support. You’ll work closely with product, engineering, and implementation teams to ensure a seamless user experience and timely resolution of issues.

Responsibilities:

• Provide day-to-day support to users, including onboarding, configuration guidance, and troubleshooting
• Respond to and resolve support tickets, ensuring clear communication and timely follow-up
• Diagnose and escalate complex technical or platform-related issues as needed
• Partner with product, engineering, and implementation teams to drive issue resolution
• Document support processes, solutions, and common issues for knowledge sharing
• Monitor trends in support requests and contribute to process and platform improvements
• Assist in user training and adoption efforts to improve overall platform utilization
• Maintain a high level of customer service and professionalism in all interactions

Qualifications:

• 5 years of experience in technical support, platform support, help desk, or application support
• Experience supporting SaaS platforms or enterprise applications
• Familiarity with ticketing systems (e.g., Zendesk, ServiceNow, Jira)
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly
• High attention to detail and strong organizational skills
• Ability to manage multiple priorities in a fast-paced environment

Preferred:

• Experience in financial services, fintech, or regulated environments
• Exposure to onboarding or implementation support
• Familiarity with CRM or advisor/client-facing platforms

Compensation

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