Posted Jul 06, 2026 420 views
OneContact Tech seeks a skilled Remote Application Support Analyst L2 to deliver advanced technical support for smart applications servicing a leading transportation agency in North America. This role demands a proactive, detail-oriented professional with a minimum of four years experience providing Level 2 or higher software support. The successful candidate excels in SQL querying and database management, demonstrating strong analytical skills and the ability to troubleshoot complex issues efficiently. Working independently in a remote, collaborative setting, this role will engage closely with development teams and internal stakeholders to ensure exceptional user experiences through prompt issue resolution and effective communication.
The position involves identifying recurring problems and recommending sustainable solutions to minimize support cases. The analyst will participate in system upgrades, document technical procedures, and provide post-upgrade assistance. This opportunity is ideal for someone with strong verbal and written communication skills in English, capable of performing technical troubleshooting while maintaining a clear, user-focused approach. No team management responsibility is required for this position, allowing focus on individual expert contributions within a dynamic support environment.
Responsibilities
- Provide prompt and effective remote technical support to customers and internal stakeholders, addressing Level 2 and above application issues.
- Troubleshoot, diagnose, and resolve complex problems, escalating to development teams or higher support levels when needed.
- Analyze recurring technical issues and implement or suggest long-term solutions to reduce support workload.
- Collaborate closely with software development teams to investigate and test bug fixes and improvements.
- Perform routine system upgrades and deliver comprehensive post-upgrade support to end users to ensure smooth transitions.
- Document troubleshooting processes, develop FAQs, service bulletins, and user guides for use within the organization and by end users.
- Utilize SQL skills to query, update, and manipulate databases, including complex JOIN operations to support issue resolution.
- Leverage knowledge of database management tools such as MS SQL Client and TOAD to support backend troubleshooting.
- Apply basic network troubleshooting tools and commands, such as Wireshark, to assist in diagnosing connectivity or application communication issues.
- Work independently in a fully remote environment while maintaining effective communication and collaboration across diverse teams.
- Meet scheduled working hours within an 8-hour shift between 8 AM and 8 PM EST, providing dependable support coverage.
Skills
OneContact Tech
onecontact TECH is focused on building strong and effective teams for businesses by selecting the top 1% of remote talent in Central & Eastern Europe. Our journey began over 10 years ago as a small outsourcing project, which over the years has transformed into an International aswell as National level Information Technology & Services Company.
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