Application Support & Testing Specialist
Core
Investigate, diagnose, test, and resolve escalated application support cases and software defects for small and medium-sized businesses using SQL and support tools.
Role type
Application Support & Testing Specialist
Builds
Support and test environments for Xplor's cloud-based business management and payment platform
Domain
SaaS / Fintech / Business Management
Required skills
SQL, Microsoft Excel, data management, technical documentation analysis, ticketing systems, regression testing, root cause analysis, troubleshooting, SLA compliance, cross-functional collaboration
Preferred skills
Advanced Microsoft Office skills, experience with virtual and cross-functional teams, adaptability to complex software environments
Technologies
SQL, Microsoft Excel, ticketing systems, support tools
Responsibilities
Investigate, diagnose, test, and resolve escalated application support cases within agreed SLAs; Analyse application errors, data issues, and system behaviour using SQL and logs; Reproduce reported issues in test or support environments and document findings; Prepare and execute support testing activities including test cases and validation of configuration changes; Document root causes, workarounds, and resolutions for recurring issues; Develop and maintain support procedures and knowledge base articles; Liaise with product, development, and customer success teams; Analyse ticket trends to identify opportunities to improve resolution times and SLAs.
Seniority
Mid-level, hands-on IC