Position Summary
The Application Support Specialist III is a senior technical support professionalresponsible for providing advanced technical expertise in the support, maintenance, troubleshooting, and optimization of Dark Matter applications and supporting technologies.Working with a high degree of independence, this role leads the investigation and resolution of complex client and production issues, coordinates critical incident response, performs root cause analysis, and drives sustainable corrective and preventive actions.Provides technical guidance concerning application support, business processes, integrations, and emerging AI-enabled solutions. Responsibilities are based on depth and scope of support expertise, client impact, and complexity of issue resolution.
Job Responsibilities
Provide advanced Tier 3 application support to clients and internal users, resolving complex functional, technical, configuration, integration, and data-related issues within established service-level and severity guidelines.
Serve as a technical escalation point for critical incidents and high-severity production issues; assess impact and urgency, coordinate responders, maintain clear stakeholder communications, and support restoration of service.
Reproduce reported issues in appropriate test environments; isolate contributing factors; document findings; and distinguish application defects from configuration, data, infrastructure, integration, or user-process issues.
Lead root cause analysis for recurring or significant incidents and partner with Product, Engineering, Infrastructure, and other teams to implement corrective and preventive actions.
Use SQL to investigate incidents, validate data, reconcile results, and support troubleshooting while following data-access, privacy, and security requirements.
Review application logs, code paths, and system interactions; apply working knowledge of .NET and C# to debug issues and collaborate effectively with development teams.
Monitor application health, availability, performance, and operational trends to identify service risks and recommend preventive improvements.Supports application deployments, releases, upgrades, maintenance activities, and change management processes.
Analyze APIs, integrations, distributed services, and business process flows to identify dependencies, failure points, and downstream impacts.
Create and maintain accurate knowledge articles, runbooks, troubleshooting guides, known-error records, and operational procedures.
Identify opportunities to automate repetitive support activities, improve observability, reduce recurring incidents, and strengthen the client and user experience.
Provide technical coaching and knowledge transfer to less experienced specialists without direct people-management responsibility.
Handle other related responsibilities consistent with the role.
AI Support & Innovation Responsibilities
Supports AI-enabled applications, copilots, intelligent automation solutions, and machine learning-powered products utilized by Dark Matter and its clients.
Monitors AI solution performance, usage trends, and operational effectiveness.
Investigates and resolves issues related to AI-generated outputs, workflow failures, prompts, integrations, and data quality concerns.
Assists with AI feature testing, validation, and user acceptance activities to ensure quality, accuracy, and business alignment.
Collaborateswith Product and Engineering teams to evaluate AI enhancements and recommend improvements.