Software Support Technician Job Allen area,Texas USA,IT/Tech

Position: Application / Software Support Technician

Core Focus

To investigate, diagnose, and resolve deep-level application and database failures across SaaS platforms and custom client applications, utilizing strong data querying and configuration skills to unblock users and protect overall platform integrity.

Roles & Responsibilities

L2 Technical Escalation & Resolution: Investigating and resolving deep-level application errors, system failures, and data discrepancies escalated from L1/Frontline support.

Database Querying & Analysis: Writing and executing precise SQL queries to trace transaction errors, audit system behavior, and pull custom data extractions across varied database structures (e.g., Azure SQL, relational databases).

Application Configuration & Provisioning: Implementing and verifying complex software system configurations, user access rules, and client-specific business parameters to meet ongoing operational needs.

Functional & Regression Testing: Conducting structured verification testing on newly deployed hotfixes, software configurations, and system reports to ensure they match target performance metrics before live release.

Standard Operating Procedure (SOP) Upkeep: Documenting newly identified bug-resolution patterns, troubleshooting checklists, and technical system configurations inside the shared Confluence knowledge base.

Skills & Experience

Professional Technical

Experience:

3+ years of experience in an Application Support, Technical Systems Analyst, or L2/L3 IT Support role (experience within a data-intensive environment like commercial insurance, finance, or B2B SaaS is a strong plus).
Database & Querying Literacy: Highly comfortable working with relational database environments. Practical, intermediate-level experience writing SQL select queries
, joins, and filtering commands to isolate data anomalies.
Data Structure Familiarity: Exposure to, or basic conceptual comfort navigating, modern cloud storage environments (e.g., Azure SQL, Cosmos DB, or legacy DB2 data environments).
Analytical Diagnostic Mindset: Exceptional technical troubleshooting skills - the natural ability to follow a transaction error backwards through application settings and database tables to find the underlying root cause.
System Testing Familiarity: Basic understanding of QA/testing principles to verify that code fixes successfully resolve an reported user incident without breaking adjacent features.

Success Metrics

L2 Resolution SLA Compliance: Maintain a >= 90% compliance rate on resolving escalated technical application issues within defined client agreement windows.
Support Ticket Reopen Rate: Keep resolved/closed application support tickets requiring reopen intervention to < 5% per quarter.
Configuration Validation Accuracy: Ensure 100% of assigned system configurations are fully tested and validated in sandbox environments prior to production go-live.
Jira & Time-Tracking Accuracy: 100% weekly compliance on task logging, ticket documentation, and precise billable time-tracking entries.

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