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Application Support Specialist

Role overview

Responsibilities

  • Proactively monitor production applications, system alerts, integrations, and automated processes.
  • Identify and respond to application failures, performance issues, data problems, and other production risks.
  • Triage support tickets based on urgency, business impact, and established service expectations.
  • Troubleshoot and resolve routine to moderately complex application issues.
  • Conduct root cause analysis and recommend solutions for recurring problems.
  • Escalate complex or high-impact issues with complete troubleshooting details and supporting evidence.
  • Maintain ownership of escalated issues and follow through until resolution.
  • Investigate data issues and perform approved data corrections, audits, and cleanup activities.
  • Create and maintain knowledgebase articles, troubleshooting guides, known issues, and support procedures.
  • Communicate timely and understandable updates to users and stakeholders.
  • Collaborate with business analysts, developers, QA, infrastructure teams, and vendors.
  • Identify opportunities to improve application stability, support processes, and user experience.

Key facts

Hard skills

Other skills

  • Troubleshooting (Problem Solving)
  • Collaboration
  • Communication
  • Problem Solving

About the company

ACES (Comprehensive Educational Services) logo

ACES (Comprehensive Educational Services)

  • Mental & Behavioral Health
  • Large
  • 1,001–5,000
ACES is dedicated to enhancing the quality of life for individuals and families impacted with Autism or other special needs. We provide comprehensive, professional services to maximize individuals'​ potential in the home, school and community, throughout their lifespan.Using the very latest and most widely accepted teaching and therapeutic methodologies, ACES aspires to help each individual with autism and other developmental disabilities fulfill his or her maximum potential. We provide a full complement of services in homes, schools and communities throughout the United States.ACES opened its doors to individuals and families impacted with autism and other developmental disabilities in 1996. We have grown into a team of specialists with backgrounds in psychology, occupational and speech therapies, and education. Additionally, in San Diego, CA ACES operates an accredited non-public school serving children in grades K-12 within a 13,000 square foot facility.ACES has been serving children and families in Orange County since 1997. In January 2009, our new state of the art building opened its doors. We have over 20,000 square feet that meets the needs of our clients, families, and staff.ACES helps children and families all over the West Coast, and we continue to build exceptional teams throughout Arizona, California, Colorado, Hawaii, Texas, Utah, and Washington.

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Job description

Key Responsibilities: 

  • Proactively monitor production applications, system alerts, integrations, and automated processes. 

  • Identify and respond to application failures, performance issues, data problems, and other production risks. 

  • Triage support tickets based on urgency, business impact, and established service expectations. 

  • Troubleshoot and resolve routine to moderately complex application issues. 

  • Conduct root cause analysis and recommend solutions for recurring problems. 

  • Escalate complex or high-impact issues with complete troubleshooting details and supporting evidence. 

  • Maintain ownership of escalated issues and follow through until resolution. 

  • Investigate data issues and perform approved data corrections, audits, and cleanup activities. 

  • Create and maintain knowledgebase articles, troubleshooting guides, known issues, and support procedures. 

  • Communicate timely and understandable updates to users and stakeholders. 

  • Collaborate with business analysts, developers, QA, infrastructure teams, and vendors. 

  • Identify opportunities to improve application stability, support processes, and user experience. 

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