Application Support Specialist

Location: Sri Lanka (Colombo) Location: Philippines (Metro Manila)

Job description

The Application Support Specialist is responsible for ensuring the optimal functionality of software applications through effective troubleshooting, technical assistance, and collaboration with development teams.


  • User Support:
    • Respond promptly to user queries and issues.
    • Provide hands-on support for users experiencing difficulties.
    • Maintain a user-focused approach to problem resolution.
  • Technical Assistance:
    • Collaborate with developers to understand application architecture.
    • Conduct thorough technical analysis of application issues.
    • Assist in the implementation of application updates and patches.
  • Problem Analysis:
    • Investigate and analyze complex system errors.
    • Identify root causes of issues and implement corrective measures.
    • Conduct proactive monitoring to identify potential issues before they impact users.
  • Documentation:
    • Create comprehensive documentation for support processes.
    • Develop and maintain an extensive knowledge base.
    • Contribute to the continuous improvement of support documentation.
  • Communication:
    • Communicate effectively with technical and non-technical stakeholders.
    • Collaborate with cross-functional teams to ensure holistic issue resolution.
    • Provide regular and detailed updates on ongoing support activities.
  • Training:
    • Conduct training sessions for end-users on application usage.
    • Develop training materials and resources for ongoing user education.
    • Stay updated on new features and functionalities to facilitate user training.
  • Quality Assurance:
    • Perform regular quality checks to ensure application integrity.
    • Participate in testing activities for new releases and updates.
    • Contribute to the development of automated testing procedures.


  • Bachelor’s degree in computer science, Information Technology, or a related work experience.
  • Proven experience in application support or a related role.
  • In-depth knowledge of software applications and their underlying technologies.
  • Strong problem-solving and analytical skills.
  • Effective communication skills, both written and verbal.
  • Proficient in troubleshooting and debugging techniques.
  • Familiarity with databases, operating systems, and programming languages.
  • Strong customer service and interpersonal skills.
  • Ability to work independently and collaboratively within a team.

    Please note that the supported file formats are .doc, .docx, and .pdf. word and limit 2MB .