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Job Description & How to Apply Below
You will join a mission-driven technology environment focused on supporting critical public service applications used by libraries and public sector organizations. In this role, you will handle complex application support cases escalated from Level 1 teams, ensuring timely resolution of technical issues and maintaining high service quality standards. You will work closely with engineering, product, and Level 3 support teams to troubleshoot system issues, implement fixes, and improve platform stability.
The position requires strong analytical thinking, technical troubleshooting skills, and the ability to work in a structured ITIL-based support environment. You will also contribute to continuous service improvement by enhancing documentation, knowledge sharing, and operational processes. This is a great opportunity for a detail-oriented support professional who enjoys solving complex technical problems and working in a collaborative SaaS environment.
Accountabilities
Investigate and resolve complex application support issues escalated from Level 1 teams, ensuring adherence to SLA targets.
Perform configuration updates, data corrections, and technical workarounds to restore system functionality.
Collaborate with Level 3 support, engineering, product, and technical operations teams to resolve defects and service requests.
Maintain accurate case documentation and provide timely updates to customers throughout the incident lifecycle.
Participate in incident, problem, and change management processes aligned with ITIL best practices.
Create, update, and maintain knowledge base articles, troubleshooting guides, and support documentation.
Act as a subject matter expert during customer escalations and technical discussions when required.
Support Level 1 teams through mentoring and knowledge sharing to improve first-contact resolution rates.
Assist in operational tasks such as scripting, automation, and support tool enhancements where applicable.
Troubleshoot issues related to finance modules, workflows, and system integrations.
Requirements
2-5 years of experience in application support, technical support, or a similar SaaS support role.
Strong understanding of enterprise or SaaS applications, including configuration, data structures, and workflows.
Basic SQL skills for querying, analyzing, and validating application data.
Experience working within ITIL-based service management environments using tools such as Service Now or similar platforms.
Experience troubleshooting financial modules, processes, or related system integrations.
Exposure to scripting or automation for operational support activities is an advantage.
Strong analytical and problem-solving skills with the ability to perform root cause analysis.
Excellent documentation and knowledge-sharing abilities.
Strong communication skills and ability to collaborate with cross-functional technical teams.
Customer-focused mindset with a proactive and detail-oriented approach to issue resolution.
Benefits
Flexible remote or hybrid working arrangements depending on location
Inclusive and supportive work environment focused on collaboration and diversity
Learning and development opportunities to support career growth
Opportunities to contribute to public sector and citizen-impacting technology solutions
Flexible work options including adjusted hours and part-time arrangements where applicable
Paid time off and volunteering opportunities through giving-back initiatives
Exposure to modern SaaS platforms and enterprise support operations
Strong emphasis on work-life balance and employee well-being
How Jobgether Works
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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