VITAL SERVICES

Summary: Vital Services is seeking a talented and experienced Application / Software Support Technician to join our growing Information Technology team. This is an extraordinary opportunity to be a part of, and play an integral role in, the expansion of our growing Application Support team!
As an IT Software / Application Support Technician, you will provide software application support for our internal and external users and customers. You will be responsible for communicating with the end user, analyzing and identifying solutions to problems and providing basic training for our business software applications. You will also assist our Development, Infrastructure and Helpdesk teams as needed.
The Core Focus of the Application / Software Support Technician is 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.
Essential Duties and Responsibilities for the Application / Software Support Technician include the following:

• 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.

Success Metrics of the Application / Software Support Technician:

• 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.

Requirements
Qualifications for the Application / Software Support Technician:

• 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.
• Associate's or Bachelor's Degree in Mathematics, Economics, Computer Science, or other quantitative degrees preferred.
• Strong knowledge of SQL, MS Excel, Power BI, and other Application Support tools.
• Knowledgeable and experienced with different data sources, such as, MS SQL, Excel files, Azure SQL, Azure Cosmos DB, AS400, DB2, and Cloud Data Sources.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service and responds to service requests; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Communications - Speaks clearly and persuasively; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Writes clearly and informatively and is able to read and interpret written information.
Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals; Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Strives to continuously build knowledge and skills; Shares expertise with others.
Judgment - Makes timely decisions; Exhibits sound and accurate judgment with consideration for all stakeholders and can support decisions made; Asks for and offers help when needed.
Benefits

• Healthcare Coverage
• Dental Insurance
• Vision Insurance
• 401k with Company Match
• Paid Time Off
• Life Insurance
• Disability Insurance
• 8 Paid Holidays a Year