Technical Application Support Specialist II

Technical Application Support Specialist II

At Veracity, we aim to be a different kind of insurance partner – one that is free from outside investors, venture capital, or the pressures of a corporate parent.

Ours is a culture of empowerment – one that believes in effort, results, and accountability. We believe that transparency fosters trust, trust fosters growth, and that growth drives innovation. Our commitment to rigorous evaluation and relentless execution lead to rapid evolution.

We answer only to the small business owners we serve, and this independence allows us to stay focused on what matters most: helping their businesses thrive by providing expert guidance and best‑in‑class insurance policies.

We’re growing fast and want you to be a part of it!

We’re seeking a detail-oriented and technically proficient Technical Application Support Specialist II to join our team. This role is responsible for supporting critical business applications, resolving technical support requests, and maintaining backend configurations to ensure platform stability and performance.

This role serves as a primary point of contact for internal users, working through support tickets, managing live communications, and troubleshooting system, product, and configuration issues. This role requires strong technical aptitude, the ability to navigate complex systems, and comfort working with APIs, integrations, and backend settings while collaborating with Product, Development, and third‑party vendors.

• Provide technical support to internal users by managing support requests and responding to live chat inquiries while meeting SLA expectations.
• Troubleshoot application, product, API, and configuration issues, identify root causes, and independently resolve or elevate as needed.
• Manage backend system configurations, product settings, and release‑related updates to support business and operational needs.
• Coordinate platform and vendor releases, validate changes, and support issue resolution related to system updates and production stability.
• Manage and prioritize incoming maintenance tickets, ensuring accurate tracking, documentation, and timely resolution.
• Partner with stakeholders and Product teams to gather issue details, clarify requirements, and communicate status, impacts, and resolution timelines.
• Collaborate with internal teams and third‑party vendors to investigate and resolve system issues across connected platforms.
• Monitor ticket trends to identify recurring technical issues and recommend preventative maintenance or system improvements.
• Escalate complex or unresolved issues to appropriate teams in a timely manner, providing clear documentation and context.
• Maintain accurate system documentation and support ongoing improvements to configuration quality, support processes, and platform reliability.
• Required to perform other duties as requested, directed, or assigned.

• Bachelor’s degree in Information Systems, Computer Science, or a related field preferred, or equivalent practical experience.
• 2+ years of experience in application support, tier 2 support, business systems support, platform administration, or a similar role.
• Experience troubleshooting system, product, configuration, or release‑related issues in a fast‑paced environment.
• Strong ability to learn complex systems, business processes, and product logic quickly.
• Understanding of system dependencies, process flows, and the operational impact of configuration changes.
• Experience working with APIs and integrations, including experience using tools such as Postman to test endpoints and troubleshoot system interactions.
• Comfort working with technical details such as HTML/JSON and system configurations.
• Experience coordinating with stakeholders, product teams, development teams, and third‑party vendors.
• Strong written and verbal communication skills with the ability to explain technical issues to both technical and non‑technical audiences.
• Demonstrated ability to independently investigate and resolve technical issues across systems.
• Strong attention to detail and accuracy in managing configuration changes.
• Health, dental, and vision…