Application Support Analyst
IT, Customer Service · Full-time
United States
Posted on Oct 1, 2026
| Application Support Analyst | ||
| VN1068 | ||
| Application Support Analyst | ||
| Alpharetta | ||
| Solifi deliver a solid financial technology foundation for equipment, working capital, wholesale, and automotive finance firms. At Solifi, we believe that commerce is only as strong as the system it runs on. Our mission is to reshape finance technology by bringing together proven solutions into a singular powerful technology platform designed to help protect and scale financial organizations. We guard our customers by being precise and reliable, we guide their success by combining powerful technology with proven expertise, and we help them grow by unleashing their potential. | ||
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| The Application Support Analyst provides support for incidents and service requests relating to customers’ use of Solifi products. The role triages, investigates and resolves application, system, functional, financial, reporting and accounting issues, including issues that are business-critical. The analyst works remotely through the Jira Service Management support portal, telephone and web meeting technology, recommends practical solutions, and keeps customers and internal stakeholders informed through to resolution. Solutions may include business process improvements, application configuration, system parameter changes, workarounds, revised operating procedures, user guidance, documentation, product enhancements, upgrades or additional services. The analyst also relays customer feedback to the appropriate teams and determines the best resolution approach while maintaining customer satisfaction and compliance with organizational policies, standards and procedures. | ||
| • Provide application support for Solifi customers across supported products and product versions, including enterprise financial and wholesale lending accounting solutions. • Receive, log, triage and manage incidents and service requests from customers and internal teams; investigate the underlying problem and determine appropriate resolution, remediation or escalation actions. • Perform structured problem determination, analysis, troubleshooting and resolution for functional, technical, financial, reporting, accounting and data-related issues. • Provide timely, accurate updates and monitor requests through to resolution, ensuring customers and other interested parties remain appropriately informed. • Implement or recommend solutions such as system parameter changes, application configuration, workarounds, revised procedures, user training, additional documentation, product enhancements, upgrades or additional services. • Consult with customers on business questions and processes of moderate complexity, analyze their business needs and recommend effective use of Solifi solutions. • Monitor application systems for issues, identify recurring problems and performance trends, and take or recommend corrective action to improve stability, performance and customer experience. • Contribute to problem management and continuous improvement by identifying repeat issues, operational weaknesses and opportunities to improve support processes, customer workflows and service quality. • Work cross-functionally with Customer Support colleagues globally and with Product, Engineering, Professional Services, Managed Services and other internal teams to resolve issues and improve outcomes. • Work with internal teams to understand and document business functions, processes, information flows and data structures using methodical and consistent techniques. • Investigate operational requirements and contribute to improvements by documenting information flows, processes and procedures that meet business needs. • Coordinate with software suppliers, technology partners and internal development teams where required to resolve known problems or progress product enhancements. • Maintain the Support Knowledge Base by documenting repeatable processes, procedures, workarounds, known issues and customer-specific knowledge for future use. • Ensure work is completed and documented in accordance with required standards, methods, procedures and support governance expectations. • Participate in customer meetings and present issues, findings, options and solutions clearly in both written and verbal form. • Contribute subject matter expertise to support-related projects, customer upgrades, implementations and cross-functional improvement initiatives as required. • Organize, prioritize and manage multiple tasks, assignments and projects while meeting agreed service expectations. • Participate proactively in team efforts to achieve departmental and company goals. | ||
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| 3 years | ||
| Bachelor's Degree | ||
| Full Time | ||
| Medical, Dental, Vision, Flexible Spend Account (FSA), Health Savings Account (HSA), Life and Accidental Death & Dismemberment (AD&D) Insurance Coverage, Disability Insurance Coverage (Short Term and Long Term), Employee Assistance Program (EAP), 401K Tax Deferred Retirement Savings Plan | ||
| 26 Oct 2026 |