Senior Application Support Analyst

1 Month ago • All levels

Job Summary

Job Description

As a Senior Application Support Analyst, you will ensure the smooth operation and continuous improvement of application systems, providing technical support to internal users and clients. You'll troubleshoot issues, resolve tickets, and contribute to customer satisfaction. Responsibilities include technical support, troubleshooting, collaborating with teams, managing support tickets, creating documentation, and handling ad-hoc projects. Success involves accountability, bug escalation, issue resolution, training, troubleshooting proficiency, ticketing system experience, and thriving in a fast-paced environment.
Must have:
  • Provide second-line technical support to internal and external clients.
  • Troubleshoot and resolve application-related issues.
  • Collaborate with cross-functional teams.
  • Manage and prioritize support tickets using Jira.

Job Details

As an Senior Application Support Analyst at Storyteq, you will play a crucial role in ensuring the smooth operation and continuous improvement of our application systems across the business, including but not limited to our proprietary MarTech applications.

You will be responsible for providing technical support to internal users and clients, troubleshooting issues, and resolving tickets and incidents in a timely manner. Your expertise will help maintain high levels of customer satisfaction and contribute to the overall success of our products.

We offer a tailored schedule to efficiently cover US time zones and meet our clients' needs. Your work hours will be as follows:

Tuesday to Saturday:
  • Summer: 7am - 3.30pm
  • Winter: 5am - 1:30pm


This structure allows us to maintain optimal service and responsiveness, adjusting to the demands of different times of the year.

What I need to do:

  • Provide second-line technical support to internal teams and external clients.
  • Troubleshoot and resolve application-related issues, including diagnosing problems, researching solutions, and implementing fixes.
  • Collaborate with cross-functional teams to resolve complex technical issues and drive continuous improvement.
  • Manage and prioritise support tickets and incidents using our Jira Service Management tool.
  • Create and maintain documentation for support processes and solutions, including creating knowledge base articles in Confluence.
  • Prioritise and handle ad-hoc projects alongside your daily responsibilities.
  • Support the service desk team with tasks including investigating and testing.
  • Create and oversee Change Requests while collaborating with other teams to successfully complete assigned tasks.

How will I succeed:

  • You will be accountable to the Application and Development Support Team Lead.
  • Bugs/issues will be escalated to the associated Development Teams and tracked accordingly.
  • Assist in resolving ongoing issues reported through our Monitoring and ITSM tool.
  • Successfully complete comprehensive in-house training on our products, ensuring the acquisition and mastery of technical knowledge, which are supported and filled through our internal training portal.
  • Proficiency in troubleshooting and solution-oriented thinking.
  • Experience with ticketing systems and service management processes with excellent communication and interpersonal skills
  • Ability to thrive in a fast-paced, dynamic environment while demonstrating meticulous attention to detail and exceptional task prioritisation skills.
  • Be willing to participate out of hours for application deployments and maintenance tasks.

Similar Jobs

Zynga - Lifecycle Marketing Specialist

Zynga

Bengaluru, Karnataka, India (On-Site)
2 Months ago
Mozilla - Desktop Integrations Engineer

Mozilla

Canada (Remote)
9 Hours ago
N-ix - Product Owner with Atlassian Skills

N-ix

(Remote)
2 Months ago
Cognite - Senior Full Stack Engineer

Cognite

Bengaluru, Karnataka, India (Hybrid)
2 Months ago
Monzo - Chief of Staff, CTO

Monzo

London, England, United Kingdom (On-Site)
13 Hours ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

VGW - People & Culture Service Delivery Team Leader

VGW

Manila, Metro Manila, Philippines (Remote)
1 Week ago
Adtran - IT Student

Adtran

Berlin, Berlin, Germany (On-Site)
1 Month ago
eBay - Watch Authenticator

eBay

Moonachie, New Jersey, United States (On-Site)
1 Month ago
Token Metrics - Crypto Product Manager

Token Metrics

Ho Chi Minh City, Ho Chi Minh City, Vietnam (Remote)
2 Years ago
Rippling - Engineering Manager - Employment Products

Rippling

Bengaluru, Karnataka, India (On-Site)
3 Months ago
Epic Games - Director, Marketing

Epic Games

Cary, North Carolina, United States (On-Site)
2 Months ago
bytedance - Cloud Network Engineer

bytedance

Ashburn, Virginia, United States (On-Site)
2 Months ago
Hacksaw Studios - Game designer / product Owner

Hacksaw Studios

Stockholm, Stockholm County, Sweden (On-Site)
1 Year ago
Scale AI - Payroll Analyst

Scale AI

San Francisco, California, United States (On-Site)
10 Hours ago
Tide - Lead Product Designer

Tide

Romania (Remote)
13 Hours ago

Get notifed when new similar jobs are uploaded

Jobs in Auckland, Auckland, New Zealand

Canva - Fullstack Software Engineer - Video Compositor

Canva

Wellington, Wellington Region, New Zealand (Remote)
2 Months ago
Canva - Engineering Manager (BE) - Content Enrichment

Canva

Auckland, Auckland, New Zealand (Remote)
3 Weeks ago
Blind Squirrel Games - Associate Producer

Blind Squirrel Games

Auckland, Auckland, New Zealand (On-Site)
5 Months ago
outer dawn - Senior Unity Developer / Senior Programmer

outer dawn

Auckland, Auckland, New Zealand (On-Site)
1 Month ago
Visa - Compliance Analyst

Visa

Auckland, Auckland, New Zealand (Hybrid)
1 Month ago
Enphase Energy - Senior Engineer, Embedded Software

Enphase Energy

Christchurch, Canterbury, New Zealand (On-Site)
2 Weeks ago
grinding gear - VFX Artist / Web Programmer / Customer Support

grinding gear

Auckland, Auckland, New Zealand (On-Site)
8 Hours ago
Canva - AI Research Lead - Video & Audio Generation

Canva

Auckland, Auckland, New Zealand (Remote)
1 Day ago
Canva - Machine Learning Engineer Lead - User Voice

Canva

Auckland, Auckland, New Zealand (Remote)
2 Months ago
Zuru - Commercial Executive

Zuru

Auckland, Auckland, New Zealand (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

Storyteq helps creative leads and marketing teams in top global brands to scale their creative production so they can improve their creative workflows, stay on-brand, and go-to-market faster. Use our self-serve platform to quickly scale creative production by making elements of a video, banner, or static ad dynamic or ‘swappable’, such as the text field, scenes, products, or Calls to Action, enabling high-speed ad personalization and enhancing Dynamic Creative Optimization opportunities. Brands like Heineken, AON, and Mentos work with tailor-made templates every day to create, scale, and deliver creative assets in infinite variations and formats.

Amsterdam, North Holland, Netherlands (Hybrid)

Amsterdam, North Holland, Netherlands (Hybrid)

Auckland, Auckland, New Zealand (Hybrid)

Auckland, Auckland, New Zealand (Remote)

Amsterdam, North Holland, Netherlands (Hybrid)

Amsterdam, North Holland, Netherlands (Hybrid)

Amsterdam, North Holland, Netherlands (Hybrid)

Amsterdam, North Holland, Netherlands (Hybrid)

Amsterdam, North Holland, Netherlands (Hybrid)

Birmingham, England, United Kingdom (Remote)

View All Jobs

Get notified when new jobs are added by storytq

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug