Technical Support Advisor (Application Support)

Salary: $50,000 - 65,000 per year Requirements:

• Strong analytical and problem-solving abilities, with a methodical approach to troubleshooting.
• Working knowledge of SQL and the ability to write or interpret basic SELECT queries for troubleshooting and data validation.
• Clear written and verbal communication, active listening skills, and the ability to explain technical topics to nontechnical customers.
• Ability to prioritize competing requests, maintain thorough ticket notes, and follow customer issues through to completion.
• Eagerness to learn unfamiliar tools and workflows, take feedback, and collaborate across teams.
• Basic understanding of operating systems and networking.
• Preferred: Two or more years of experience in technical support, application support, SaaS support, help desk, or a comparable customer-facing technical role.
• Preferred: Experience supporting complex business applications for internal users and external customers.
• Preferred: Familiarity with REST APIs, integrations, automated imports and exports, or data-transfer workflows.
• Preferred: Experience reviewing application logs, using browser developer tools, or working with SFTP and other file-transfer tools.
• Preferred: Familiarity with SSO, Active Directory or Microsoft Entra ID, MFA, and role-based access control.
• Preferred: Experience with ticketing platforms such as Zendesk, ServiceNow, or Freshdesk, and familiarity with Git or other version-control tools.
• Preferred: Exposure to cloud platforms, remote desktop tools, or monitoring tools such as Site24x7, Datadog, or Azure Application Insights.
• Preferred: Relevant certifications, such as CompTIA A+, ITIL Foundation, or equivalent.

• Provide first-line support for application functionality, configuration, user access, data, imports, and integrations.
• Manage assigned tickets, prioritize customer needs, and provide timely, clear updates through resolution, including when other teams are involved.
• Investigate issues and validate data using basic SQL queries, application logs, browser developer tools, and monitoring resources.
• Troubleshoot APIs, automated import and export processes, and file transfers; identify workflow failures and collect evidence for escalation.
• Resolve SSO, MFA, and role-based access issues, including those involving Active Directory or Microsoft Entra ID, coordinating with customer IT or Infrastructure when needed.
• Reproduce problems and record symptoms, impact, troubleshooting steps, and relevant evidence before escalating to Tier 2 or Tier 3 teams.
• Consult Git history and release information to understand product changes and assist with investigations.
• Monitor alerts and performance indicators, investigate concerns, and escalate potential service issues according to established procedures.
• Document solutions, contribute to knowledge base materials, and assist with onboarding, offboarding, and basic account provisioning.
• Review related customer tickets when appropriate, identify recurring issues or training needs, and share insights with Customer Success and Product.

• Active Directory
• Azure
• Cloud
• Datadog
• Git
• Support
• ITIL
• REST
• SQL
• ServiceNow
• Zendesk
• API

More:

We are Collective Data, a provider of Fleet and Asset Management software serving public- and private-sector organizations. Our software helps customers streamline operations, reduce costs, and improve efficiency. As a Technical Support Advisor, you will support internal users and external customers through our ticketing system, phone, chat, and email, owning issues from initial contact through resolution or escalation. You will work with Customer Success, Infrastructure, Development, Product, and other teams. We value evidence-based troubleshooting, curiosity, clear communication, ownership, and knowledge sharing. This is a full-time, in-person role in Cedar Rapids, Iowa, with an annual salary of $50,000–$65,000. We offer flexible work arrangements, a competitive benefits package including dental, health, vision, life, flexible spending and health savings accounts, and paid time off. We value innovation, collaboration, and employee growth, and encourage team members to contribute ideas.

last updated 40 week of 2026