Technical Support & Onboarding Specialist

Hybrid. Posted 3 months ago

The role

This person will manage Level 2 support requests and monitor application health. They will use logs, metrics, and traces to troubleshoot issues and improve observability and alerting for various platforms.

What you will do

Own and manage Level 2 support requests through Salesforce and Jira
Troubleshoot application issues using logs, metrics, and traces
Collaborate with Developers, Business Analysts, QA, and Implementation teams to identify root causes
Validate software fixes in test, pre-prod, and production environments
Respond and follow up with stakeholders within agreed SLAs
Monitor application performance and reliability using APM tools
Design, maintain, and improve application monitoring and alerting
Tune alerts to be actionable and low-noise
Contribute to and maintain health dashboards
Participate in incident reviews and translate lessons into improvements

Required qualifications

Bachelor’s degree in computer science, Information Systems, or related field; or equivalent practical experience
Experience in application support, DevOps, SRE, or technical operations for web-based applications
Hands-on experience troubleshooting in Linux/Windows web environments using logs, metrics, and monitoring dashboards
Experience writing clear, detailed tickets that document investigation steps, diagnosis, and escalation paths
Strong verbal and written communication skills

Nice to have

Experience with observability / monitoring tools (e.g., New Relic, Datadog, ELK, Grafana, CloudWatch)
Experience with Python and JavaScript for scripting, small tools, or automation
Experience with Node.js and TypeScript
Solid understanding of APIs, microservices, and asynchronous workloads
Intermediate to advanced SQL skills
Intermediate to advanced Excel skills
Prior exposure to incident management, SRE practices, or on-call rotations

About the company

Liaison International is a leader in college application and admissions solutions in the United States. Their products help applicants and institutions streamline the admissions process using modern software technologies.