Application Support Specialist

Job Description

Job Description

Kairos Living is replacing a stack of disconnected tools with our own internal property management operations platform. This is where our maintenance, construction, leasing, procurement, and vendor teams do their daily work.

You will be the person who makes the platform click for the people using it. That means becoming the deepest product expert in the company outside of Product itself, training every team that touches the platform, answering their questions in real time, and turning what you learn into documentation, videos, and prioritized feedback for the development team. You'll also own day-to-day administration of the platform's notification system and select system-level configurations.

You'll support both internal teams and our external vendor network, so you're comfortable being the patient, friendly voice on the other end of a question, whether it's from a Kairos associate or a general contractor's office manager. This role is for someone who likes being the bridge between the people doing the work and the people building the tool.

What you'll do

Training and enablement

• Build and run onboarding and refresher training for internal teams and external vendors, live and recorded

• Maintain a training curriculum per role and module, updated as the product changes

• Run train-the-trainer sessions so team leads can onboard their own new hires

• Own new-hire KOS onboarding across the company

Ongoing user support

• Serve as first line of support for internal teams and external vendors across Slack, phone, and the ticketing queue

• Triage, reproduce, and resolve issues; escalate what you can't

• Track recurring issues and patterns instead of just closing tickets

• Hold office hours or a standing support window during high-change periods

Documentation and knowledge base

• Build and own the KOS knowledge base: how-to articles, workflow guides, FAQs, release notes

• Produce short tutorial videos for core workflows and new features

• Write for two audiences: internal associates and external vendors, who need different depth

• Document at a level where a teammate can cover the support queue for a week using your articles alone

• Keep everything current, retiring stale content aggressively

Product coordination and bug intake

• Convert support signal into well-written Jira tickets with clear reproduction steps, screenshots, severity, and user impact

• Partner with Product on prioritization; represent the user's perspective in backlog reviews

• Participate in UAT and validate fixes before they reach users

• Close the loop with users when their issue ships

System administration

• Administer the KOS notification system: templates, recipients, triggers, and escalation rules

• Manage system-level configuration such as user accounts, roles and permissions, dropdown and reference data, and approval routing setup

• Maintain configuration documentation and a change log so changes are traceable
*** This is configuration ownership, not engineering. You define who gets notified and when. If notifications break, our development team owns the fix.

What success looks like

• 30 days: You can navigate every core KOS module unassisted and are handling routine support tickets endto end.

• 60 days: You've run your first training sessions independently and published your first knowledge basearticles and videos.

• 90 days: You own the support queue, the knowledge base, and notification configuration. Product receives clean, prioritized tickets from you weekly. Your documentation is complete enough that a teammate could cover for you.

What we're looking for

Required

• 3+ years in application support, product support, technical training, or IT support for a business application

• Demonstrated ability to learn a complex system deeply and explain it simply to non-technical users

• Strong written communication; you can write a clear how-to article and a clear bug report

• AI-oriented for maximizing efficiency without compromising on output quality

• Comfortable supporting users by phone, not just chat and email

• Comfort administering a SaaS platform: user management, permissions, configuration settings

• Experience with a ticketing system such as Jira, Freshdesk, Zendesk, or ServiceNow

• Organized and self-directed enough to own a support queue and a content backlog at the same time

• Patience and steadiness with frustrated users under time pressure

Strongly preferred

• Spanish fluency, for working with our vendor network

• Screen recording and light video editing (Loom, Camtasia, Descript, or similar)

Nice to have

• Property management, real estate, or construction operations background

• Experience with Yardi or a comparable property management system

• Experience supporting a platform through an initial rollout, not just steady state

Tools you'll work in

Jira, Slack, Yardi, Power BI, Five9, and a knowledge base platform.