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Senior Application Support Analyst at Storyteq. As an Senior Application Support Analyst at Storyteq, you will play a crucial role in ensuring the smooth operation and continuous improvement of our application systems across the business, including but not limited to our proprietary MarTech applications. . You will be responsible for providing technical support to internal users and clients, troubleshooting issues, and resolving tickets and incidents in a timely manner. Your expertise will help maintain high levels of customer satisfaction and contribute to the overall success of our products.. We offer a tailored schedule to efficiently cover US time zones and meet our clients' needs. Your work hours will be as follows:. Tuesday to Saturday:. . Summer: 7am - 3.30pm. . Winter: 5am - 1:30pm. . This structure allows us to maintain optimal service and responsiveness, adjusting to the demands of different times of the year.. What I need to do:. . Provide second-line technical support to internal teams and external clients.. . Troubleshoot and resolve application-related issues, including diagnosing problems, researching solutions, and implementing fixes.. . Collaborate with cross-functional teams to resolve complex technical issues and drive continuous improvement.. . Manage and prioritise support tickets and incidents using our Jira Service Management tool.. . Create and maintain documentation for support processes and solutions, including creating knowledge base articles in Confluence.. . Prioritise and handle ad-hoc projects alongside your daily responsibilities.. . Support the service desk team with tasks including investigating and testing.. . Create and oversee Change Requests while collaborating with other teams to successfully complete assigned tasks.. . How will I succeed:. . You will be accountable to the Application and Development Support Team Lead.. . Bugs/issues will be escalated to the associated Development Teams and tracked accordingly.. . Assist in resolving ongoing issues reported through our Monitoring and ITSM tool.. . Successfully complete comprehensive in-house training on our products, ensuring the acquisition and mastery of technical knowledge, which are supported and filled through our internal training portal.. . Proficiency in troubleshooting and solution-oriented thinking.. . Experience with ticketing systems and service management processes with excellent communication and interpersonal skills. . Ability to thrive in a fast-paced, dynamic environment while demonstrating meticulous attention to detail and exceptional task prioritisation skills.. . Be willing to participate out of hours for application deployments and maintenance tasks.. . . Experience as an Application Support Analyst or in a similar technical support role.. . Required - Proficiency in . SQL. and . relational databases.. . . Highly desired - extensive knowledge of . Networking. and . Infrastructure. fundamentals.. . Highly desired - experience of . Google Cloud Projects . or . other Cloud Computing. . . Highly desired - experience using Web API tools in: . Postman. , . Insomnia. , . Console. etc.. . Would be advantageous - knowledge of programming languages: . C#. , . .NET. , . Java, NodeJS. , . VueJS . and . AngularJS. . . Would be advantageous - knowledge of monitoring tools: . Datadog. and . New Relic.. . . Would be advantageous - knowledge of deployment tools: . Argo CD. and . Octopus. .. . Would be advantageous - knowledge of ITSM and Software Mgmt tools: . Jira. and . Confluence.. . . Company Location: New Zealand.