The Application Support Specialist III is a senior technical support professionalresponsible for providing advanced technical expertise in the support, maintenance, troubleshooting, and optimization of Dark Matter applications and supporting technologies.Working with a high degree of independence, this role leads the investigation and resolution of complex client and production issues, coordinates critical incident response, performs root cause analysis, and drives sustainable corrective and preventive actions.Provides technical guidance concerning application support, business processes, integrations, and emerging AI-enabled solutions. Responsibilities are based on depth and scope of support expertise, client impact, and complexity of issue resolution.
Provide advanced Tier 3 application support to clients and internal users, resolving complex functional, technical, configuration, integration, and data-related issues within established service-level and severity guidelines.
Serve as a technical escalation point for critical incidents and high-severity production issues; assess impact and urgency, coordinate responders, maintain clear stakeholder communications, and support restoration of service.
Reproduce reported issues in appropriate test environments; isolate contributing factors; document findings; and distinguish application defects from configuration, data, infrastructure, integration, or user-process issues.
Lead root cause analysis for recurring or significant incidents and partner with Product, Engineering, Infrastructure, and other teams to implement corrective and preventive actions.
Use SQL to investigate incidents, validate data, reconcile results, and support troubleshooting while following data-access, privacy, and security requirements.
Monitor application health, availability, performance, and operational trends to identify service risks and recommend preventive improvements.Supports application deployments, releases, upgrades, maintenance activities, and change management processes.
Analyze APIs, integrations, distributed services, and business process flows to identify dependencies, failure points, and downstream impacts.
Create and maintain accurate knowledge articles, runbooks, troubleshooting guides, known-error records, and operational procedures.
Identify opportunities to automate repetitive support activities, improve observability, reduce recurring incidents, and strengthen the client and user experience.
AI Support & Innovation Responsibilities
Supports AI-enabled applications, copilots, intelligent automation solutions, and machine learning-powered products utilized by Dark Matter and its clients.
Investigates and resolves issues related to AI-generated outputs, workflow failures, prompts, integrations, and data quality concerns.
Assists with AI feature testing, validation, and user acceptance activities to ensure quality, accuracy, and business alignment.
Document AI support procedures, governance requirements, best practices, and troubleshooting methodologies.
Support responsible AI practices by following established requirements for privacy, data security, regulatory compliance, human oversight, and appropriate use.
Use approved AI tools in day-to-day work to improve research, analysis, troubleshooting, documentation, communication, and process efficiency while validating outputs before use.
Adaptability and learning agility-Quickly learns unfamiliar tools, interfaces, processes, and emerging technologies.
Quality and judgment-Challenges assumptions, validates evidence, protects data, and makes practical decisions.
At least 7 years of progressive experience supporting enterprise software applications, including complex production support and client-facing issue resolution.
Demonstrated experience supporting Empower Loan Origination System (LOS) in a production environment, including issue resolution, workflow troubleshooting, system configuration, user support, and coordination with business and technical stakeholders.
Advanced troubleshooting and root cause analysis skills across SaaS, web-based, multi-tier, or distributed application environments.
Experience supporting APIs, integrations, application monitoring, incident management, release support, and change-control processes.
Excellent written and verbal communication skills, with the ability to translate technical findings for client, business, and leadership audiences.
Advanced proficiency with Microsoft 365 applications, including Outlook, Teams, Word, Excel, PowerPoint, and SharePoint.
Experience with cloud-based services, modern application architectures, observability platforms, and IT service management practices or frameworks such as ITIL.
Experience supporting AI-enabled applications, copilots, intelligent automation, chatbots, or machine-learning solutions.
Maintains confidentiality and complies with applicable security, privacy, regulatory, and records-management requirements.
Participates in a scheduled on-call rotation to support production incidents, critical system issues, releases, and after-hours operational support activities as required.
FLSA Designation (US Only):
Exempt
Salary Range:
The estimated base salary range for this role is USD$76,500.00 - USD$93,500.00 per year. We include salary ranges in job postings only where required by applicable pay transparency laws, based on the jurisdictions in which the role may be performed. The posted range is a good faith estimate and reflects factors that are subject to change. Final offer amounts may vary based on job-related factors, including work location, candidate experience and expertise, and other relevant considerations.
Other Compensation (US Only):
This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.
Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long
