Application Support Specialist

The Application Support Specialist III is a senior technical support professional responsible for supporting, troubleshooting, maintaining, and optimizing Dark Matter applications and related technologies. Working independently, this role leads the resolution of complex client and production issues, coordinates critical incident response, performs root cause analysis, and drives corrective and preventive actions. The position provides technical guidance on application support, integrations, business processes, and AI-enabled solutions. Job ResponsibilitiesProvide advanced Tier 3 support for complex application, configuration, integration, data, and technical issues.Serve as the escalation point for critical incidents, coordinating response efforts and stakeholder communications.Reproduce and analyze issues to identify application, configuration, integration, data, infrastructure, or process-related causes.Lead root cause analysis and partner with Product, Engineering, Infrastructure, and other teams on corrective and preventive actions.Use SQL, application logs, code analysis, and system diagnostics to investigate incidents, validate data, and troubleshoot issues.Apply working knowledge of .NET and C# to support debugging and collaborate with development teams.Monitor system health, performance, availability, and operational trends; support releases, upgrades, maintenance, and change management activities.Analyze APIs, integrations, distributed services, and business workflows to identify dependencies and risks.Create and maintain knowledge articles, runbooks, troubleshooting documentation, and operational procedures.Drive continuous improvement through automation, observability enhancements, incident reduction, mentoring, and knowledge transfer. AI Support & Innovation ResponsibilitiesSupport AI-enabled applications, copilots, automation solutions, and machine-learning-based products.Monitor AI solution performance, usage trends, operational effectiveness, and data quality.Investigate and resolve issues involving AI outputs, prompts, workflows, integrations, and related support concerns.Participate in AI testing, validation, user acceptance activities, and enhancement efforts with Product and Engineering teams.Document AI support procedures, governance requirements, troubleshooting practices, and responsible AI standards.Use approved AI tools to improve research, analysis, troubleshooting, documentation, communication, and operational efficiency while staying current on emerging AI technologies. CompetenciesClient FocusTechnical Problem SolvingBusiness AcumenIncident LeadershipOwnership & ExecutionCommunicationCollaboration & MentoringAdaptability & Learning AgilityQuality & JudgmentContinuous Improvement Required Qualifications7+ years of 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, and user support.Advanced troubleshooting and root cause analysis skills across SaaS, web-based, multi-tier, or distributed environments.Hands-on experience with SQL Server or comparable relational databases.Working knowledge of object-oriented programming and .NET/C#.Experience supporting APIs, integrations, application monitoring, incident management, release support, and change control processes.Ability to assess impact, urgency, and risk while effectively prioritizing work.Excellent written and verbal communication skills.Demonstrated ability to work independently and lead technical investigations.Advanced proficiency with Microsoft 365, including Outlook, Teams, Word, Excel, PowerPoint, and SharePoint.Preferred QualificationsExperience in mortgage banking, financial services, banking technology, or fintech.Experience supporting Dark Matter products or comparable mortgage technology platforms.Experience with cloud services, observability platforms, and IT service management frameworks such as ITIL.Experience supporting AI-enabled applications, copilots, intelligent automation, chatbots, or machine-learning solutions.Experience mentoring support professionals and improving operational support processes.Role ExpectationsOperate as a senior individual contributor, technical lead, and mentor without direct people-management responsibility.Maintain compliance with security, privacy, regulatory, and records-management requirements.Participate in production support, incident response, release activities, and a scheduled on-call rotation, including after-hours support as required. FLSA Designation (US Only)ExemptSalary RangeThe estimated base salary range for this role is USD $85,000 - $110,000 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 may change. Final compensation will depend on work location, experience, qualifications, and other job-related factors.Other Compensation (US Only)This role is eligible to participate in the Company's profit-sharing bonus plan. Additional details will be provided upon hire.Benefits (US Only)Full-time employees are eligible for a comprehensive benefits package, including medical, dental, vision, basic life insurance, short-term disability, long-term disability, and 401(k) participation with company match.Time Off (US Only)The Company provides a minimum of 10 vacation days for new employees, sick time in accordance with applicable law, 8 Company-paid holidays, and 2 personal holidays per year.Equal Opportunity EmployerWe recognize the value and importance of diversity and inclusion in our communities and workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. We are an equal opportunity employer and do not discriminate on the basis of race, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, marital status, veteran status, disability, or any other protected characteristic.Applicants with disabilities who require a reasonable accommodation during any stage of the application process may contact Perseus_HR@constellationhbs.com.