Application Support Analyst

** _This position will follow our hybrid work model, we expect the selected candidate to be in-office 3 days a week in our St. Petersburg, FL Corporate HQ._*
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* Essential Duties and Responsibilities:

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* + Act as the escalation point for unresolved application issues from first-level support.

+ Partner collaboratively with software development teams to triage, analyze, and resolve issues, contributing to both the resolution process and post-issue remediation.

+ Conduct in-depth technical research and advanced diagnostics using logs, internal applications, debugging tools, and knowledge bases.

+ Reproduce reported issues in test environments, testing functionality and identifying workarounds or interim solutions where applicable.

+ Document all investigative steps, technical findings, and permanent solutions in the ticketing and knowledge base systems.

+ Participate in incident reviews and retrospectives, offering technical insight and recommendations.

+ Create and maintain knowledge base articles to support internal teams and end-users.

** Skills*
* + Understanding of Software Development Lifecycle and Agile methodologies including Agile Scrum.

+ Intermediate SQL skills, with the ability to read and write queries and DML scripts.

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Experience with tools such as Splunk and Dynatrace for searching and filtering logs for specific transactions and errors.

+ Excellent problem-solving and troubleshooting skills with the ability to diagnose complex technical issues.

+ Strong written and verbal communication skills.

+ Ability to work collaboratively and independently, managing multiple issues according to priority.

+ Familiarity with incident management and change control processes in regulated environments.

** Education*
* + Bachelor's:
Computer Science, Information Technology, or related degree or equivalent combination of education, training, and experience.

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* Work Experience:

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* + Minimum of 3 years of experience in a technical and application support environment.

+ Experience working in a software engineering environment is preferred.

+ Entry or junior level software engineering experience or training is highly valued for this position.

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* Certifications:

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* + None required.

** Travel:*
* + Not required.