Application Support Analyst

At Tivly, we are a dynamic digital commercial insurance marketplace that connects insurance providers with businesses in need of coverage. Since our start in 2009 as CommercialInsurance.net and our rebrand to Tivly in 2022, our mission has been inspired by the idea of making every interaction "posiTIVLY" impactful. We combine innovative technology with live customer support to create seamless experiences for our clients. As we continue to grow, we're looking for enthusiastic team members who thrive in a fast-paced, collaborative environment and share our passion for outstanding service.
Job Summary

We are seeking an Application Support Analyst to strengthen the support function that sits between our internal teams-Client Services, Workforce Management, DevOps, and Marketing-and the systems they rely on. This role exists to take frontline support load off our senior staff by owning the initial triage of issues reported to the help desk: gathering logs, attempting to replicate problems, clarifying what's actually happening, and either resolving the issue or escalating it with the context engineers need.

Beyond triage, this is a hybrid support-and-reporting role. You'll help Client Services make sense of their data by working in our business intelligence tools, standardizing and maintaining reports, and helping document the system knowledge that currently lives only in people's heads. We are not looking for a finished data scientist, we are looking for a sharp problem solver with a willingness to learn, strong attention to detail, and a customer-service mindset.
Key Responsibilities

Help Desk Triage & Issue Replication

• Serve as the first point of contact for issues reported in the help desk channel, performing initial triage to separate genuine problems from repetitive or non-critical noise.
• Gather logs, reproduce reported issues, and document clear, well-scoped tickets so that senior engineers and DevOps know where to look.
• Act as a liaison between representatives, supervisors, and technical teams to close the gap between what is reported and what is actually happening.
• Monitor an escalated help desk channel, working from team-lead archives to investigate real issues without being overwhelmed by duplicate reports.

Data & Reporting Support for Client Services

• Help Client Services interpret data by working in business intelligence tools such as Domo, Looker, or Power BI.
• Take ownership of an existing library of reports and dashboards, reviewing how metrics are calculated, standardizing inconsistent definitions, and updating legacy reports with more accurate logic.
• Partner with the data and Client Services teams to make reporting clearer, more consistent, and more trustworthy.

Documentation & Knowledge Management

• Capture and document CRM capabilities and processes that are currently undocumented or held as tribal knowledge.
• Build and maintain user guides, FAQs, and troubleshooting references that reduce repeat questions and speed up onboarding.
• Continuously improve documentation as systems and processes change.

Cross-Team & DevOps Support

• Assist DevOps with technical troubleshooting as needed (e.g., investigating 504 errors, timeouts, and other backend symptoms surfaced through support).
• Support Marketing and other internal stakeholders as a recognized internal customer of the support function.
• Help identify recurring pain points and surface process improvements to the broader team.

Qualifications

Education

• High school diploma or equivalent required; associate or bachelor's degree in IT, information systems, analytics, a related field, or equivalent practical experience, is a plus.

Experience

• Previous experience in a help desk, technical support, call center, or operations-support role preferred.
• Exposure to a business intelligence or reporting tool (Domo, Looker, Power BI, Tableau, or similar) is strongly preferred; hands-on report-building experience is a plus.
• Familiarity with CRM platforms and with reading logs to triage issues is a plus.

Technical Skills

• Comfort learning new systems quickly, including CRM, ticketing, and BI/reporting tools.
• Basic familiarity with querying or working with data (e.g., SQL) is a plus but not required, willingness to learn matters more than existing expertise.
• Ability to gather logs, reproduce issues, and write clear technical tickets.

Soft Skills

• Strong problem-solving mindset: the single most important attribute for this role.
• Excellent attention to detail and a habit of documenting as you go.
• Strong written and verbal communication, able to translate between technical and non-technical audiences.
• Customer-service orientation and the ability to manage multiple priorities in a fast-paced environment.
• Genuine willingness to learn new tools and grow into the data and reporting side of the role.

Reporting & Team

This position reports into the DevOps team and works closely with Client Services, Workforce Management, Marketing, and existing support staff. It is designed to complement work already underway on system mapping, ticket clarity, and CRM documentation.

Applicant information collected during the hiring process will be used solely to assess qualifications, verify eligibility for employment, and make hiring decisions. Applicant data will be stored securely and retained only for as long as necessary to complete the recruitment process and meet legal, regulatory, and record-keeping requirements, after which it will be deleted or anonymized in accordance with our data retention policies.