Senior Application Support Analyst

Job Description

Job Description

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Job Title: Senior Application Support Analyst (hybrid onsite- Monday-Thursday)

Location: US-GA-Atlanta (Sandy Springs)

FLSA : Exempt 

#LI-Hybrid

Job Overview :

We are seeking a highly skilled and experienced Senior Application Support Analyst to join our dynamic team. In this role, you will act as a technical resource for the support team, helping diagnose and resolve complex application issues while sharing knowledge with less experienced analysts. You will partner with development, infrastructure, and business stakeholders to keep enterprise applications running smoothly, and you will help the team adopt AI-assisted tools to work more efficiently. This is an excellent opportunity for an experienced support professional who enjoys solving complex problems and wants to help modernize how the team works.

Job Responsibilities:

• Serve as a technical point of escalation for complex application issues, performing root cause analysis and driving resolutions in partnership with development and infrastructure teams.
• Share technical knowledge and troubleshooting best practices with junior and mid-level support analysts.
• Collaborate with development and product teams on system design discussions, providing a support-operations perspective.
• Investigate, replicate, and document complex incidents, including root cause analysis and incident summaries for stakeholders.
• Help maintain and improve the ticketing, escalation, and knowledge-management processes.
• Use AI-assisted tools (e.g., AI copilots, generative-AI troubleshooting assistants, intelligent ticket triage, anomaly detection, and automated log analysis) to improve diagnostic speed and support quality.
• Develop and maintain knowledge articles, runbooks, and troubleshooting guides, using AI-assisted documentation tools where helpful.
• Test and validate new software releases, patches, and updates prior to deployment.
• Participate in 24/7 on-call support rotation with other team members.
• Identify opportunities for process automation and AI-driven efficiency gains, and help implement scripts or workflows that streamline support operations.
• Participate in regular team meetings and contribute to continuous improvement of support processes and procedures.
• Stay current on industry trends, AI/ML capabilities, and technologies relevant to application support.

The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities.

Job Requirements:

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 4 to 6 years of experience in application support, including experience troubleshooting complex issues.
• Solid understanding of enterprise software applications, system architecture, and integration patterns.
• Proficiency with SQL databases, including writing and troubleshooting complex queries.
• Familiarity with AI and automation tools relevant to application support, such as AI-assisted diagnostics or log analysis, generative-AI copilots (e.g., Microsoft Copilot, ChatGPT-style tools), and intelligent ticket triage.
• Working knowledge of scripting languages (e.g., Python, PowerShell, or similar) is a plus.
• Excellent problem-solving skills with a logical, analytical mindset.
• Strong interpersonal and communication skills, with the ability to share knowledge with team members and communicate effectively with end-users and stakeholders.
• Ability to work independently and collaborate effectively within a team-oriented environment.
• Proactive attitude toward learning and adopting new technologies.
• Experience in a customer support or technical support role is required.
• Certifications related to application support, ITIL, or AI/automation tools are a plus.

Company Benefits: 

• Medical, Dental, and Vision Insurance 
• Flexible Spending Account
• Health Savings Account 
• 401(k) Plan with Company Match
• Company-paid Short-Term and Long-Term Disability
• Company-paid Life Insurance
• Paid Holidays and Vacation
• Employee Referral Program
• Employee Assistance Program
• Wellness Programs
• Paid Community Service Opportunities
• Tuition Reimbursement
• Ongoing Training & Personal Development
• And More! 

About Safe-Guard Products International:

Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any other status or characteristic protected by federal, state, or local law.