Application Support Analyst

BillingPlatform

Application Support Analyst managing support tickets and troubleshooting issues for BillingPlatform's SaaS application. Collaborating cross-functionally to drive timely resolution and customer success.

Posted 6/5/2026full-timeRemote • Colorado • 🇺🇸 United StatesMid-LevelSenior💰 $65,000 - $80,000 per yearWebsite

About the role

Key responsibilities & impact

Triaging incoming support tickets, assessing severity, and ensuring accurate prioritization within SLA windows
Serving as the primary point of contact for customers, providing clear and timely status updates throughout the resolution lifecycle
Troubleshooting application issues by reviewing logs, configurations, and data to isolate root cause before escalating to engineering
Escalating complex or high-impact issues to engineering with complete, well-documented context to accelerate resolution
Documenting issues, investigation steps, and resolutions in the ticketing system to maintain an accurate support record
Identifying patterns across tickets to surface recurring issues and contribute to proactive knowledge base improvements
Collaborating cross-functionally with engineering, product, and professional services teams to resolve customer-impacting issues
Leveraging scripting or custom configuration capabilities to fulfill customer requests (a plus, not required)

Requirements

What you’ll need

4-year degree in IT field, or relevant experience
Strong sense of responsibility, self-motivation, and initiative
Familiarity with relational databases, web technologies, or API concepts (hands-on experience a plus)
Excellent communication skills, both verbal and written
Ability to thrive in a fast-paced, high-growth environment
Exposure to billing, subscription management, or SaaS revenue concepts is a plus but not required
Customer-focused mindset with a passion for continuous learning and technical growth

Benefits

Comp & perks

Be part of the fastest-growing companies in the United States
Receive competitive compensation that includes a robust benefits package—medical, dental, vision, life and disability, HSA, FSA, and many perks related to health and wellness provided by our medical carriers
401(k) match that is 100% immediately vested
Discretionary and charitable time off program

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingticketing systemsscriptingconfigurationrelational databasesweb technologiesAPI concepts

Soft Skills

communicationself-motivationinitiativecustomer-focusedresponsibilitycollaborationproblem-solving

Certifications

4-year degree in IT