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Application Support Engineer at First Advantage · Virtual…
Skills
Job Description
At First Advantage, our Global Application Support (GAPS) team consists of passionate technical experts dedicated to one goal: empowering customers to get the absolute most value from their First Advantage environment while delivering an outstanding experience every step of the way.
We're looking for an experienced Application Support Specialist who thrives on solving real-world customer challenges - from straightforward questions to complex, multi-system issues. In this role, you'll take full ownership of incoming issues, dive deep using your technical expertise, and partner closely with Product Engineering teams when needed to drive swift, effective resolutions that get customers back up and running fast.
Key Responsibilities
Serve as the trusted point of contact for customers facing blockers in their FA ecosystem
Troubleshoot and resolve a wide range of service requests with speed and accuracy
Collaborate with product teams to escalate, reproduce, and ultimately eliminate root causes
Turn complex problems into clear solutions, improving both customer satisfaction and our platform's reliability
Continuously develop and maintain a knowledge base to enhance incident resolution rates for FA products and services
Maintain effective communication and collaboration with business teams to ensure timely updates are shared
Keep your technical and application skills up to date through training and literature, sharing knowledge with others as needed
Required Skills & Qualifications
Experience in a 2nd line Technical Operations or Application Support role
Familiarity with support processes
Proven track record of delivering exceptional customer service to end users, with a focus on meaningful communication
Ability to troubleshoot basic to advanced computer operations and software issues
Strong knowledge of SQL and scripting languages
Familiarity with technical and business environments and processes
Insight into the functional aspects and technical behaviour of operating systems, development environments, and deployment practices
Good verbal and written English communication skills
Self-motivated with a strong initiative
Exceptional problem-solving and analytical abilities
Strong organizational skills to manage own backlog
Keen attention to detail
Preferred Qualifications
Familiarity with Incident, Problem, Request, Escalation, and Change Management
Proficient in database configuration changes (SQL, MongoDB, RDS)
Understanding of software development practices, concepts, and technologies
Experience in Jira Service Management and Azure DevOps environments
Experience in working directly with engineering teams on addressing found bugs
Understanding the importance of thorough and secure screenings where people, processes, and technology intersect
What We Offer
Ability to work alongside experts who are excited to provide support to advanced technologies and provide best-in-class user experiences Support our Product Teams in driving the development and deployment of scalable First Advantage solutions Training not only of new functionality in the latest software releases, but also in advanced Cloud and DB environments
Ability to thrive in collaborative environments, effectively working with cross-functional teams to resolve complex issues
We have great people here and are looking for more. Come join us!
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Equal Employment Opportunities at First AdvantageFirst Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs. We do not discriminate in any aspect of employment on the basis of race, color, national origin, ancestry, citizenship, religion, creed, sex, gender identity, gender expression, sexual orientation, marital or family status, pregnancy, age, physical or mental disability, medical condition, genetic information, veteran or military status, or any other characteristic protected by applicable law.