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Remote App Support Specialist, Tier 2

Vaco
$25.00 - $27.00 / hr
United States, Arizona, Phoenix
Mar 05, 2025
Application Support Specialist (Tier 2 IT Support)

Location: Remote (Preference for PST/MST time zones, AZ hours)

Vaco is seeking a Tier 2 Application Support Specialist to join a growing IT support team, providing SQL-based troubleshooting, root cause analysis, and documentation for critical internal applications. This role will focus on resolving escalated tickets, working with relational databases, and optimizing ticket resolution workflows for developers and Tier 3 teams.

This position will start remotely but requires working AZ hours (MST), covering PST/MST time zones.

We are looking to schedule interviews ASAP for qualified candidates, as this is a critical need.

Key Responsibilities:

Application & Technical Support

  • Research, diagnose, and resolve Tier 2 application support tickets (7-10 per day, 30-45 min per ticket).
  • Query and troubleshoot SQL databases to resolve issues related to real-time tracking applications.
  • Use Splunk for log analysis and performance monitoring.
  • Work with legacy systems (InfoPro on AS/400)-prior experience not required, but strong relational database skills are a must.

Root Cause Analysis & Documentation

  • Conduct deep-dive root cause analysis to ensure escalations to Tier 3/dev teams are well-defined.
  • Develop and maintain clear, high-quality technical documentation for troubleshooting and process improvements.
  • Identify patterns in tickets and recommend long-term solutions.

Collaboration & Future Initiatives

  • Work within ServiceNow for ticket tracking and escalation.
  • Collaborate with developers and Tier 3 teams to improve system performance and minimize recurring issues.
  • Contribute to security-related ticketing as the company transitions to SailPoint (experience a plus but not required).
Preferred Experience:
  • 3+ years in application support or similar troubleshooting roles.
  • Strong experience with SQL querying and relational databases.
  • Hands-on experience with Splunk for log analysis and diagnostics.
  • ServiceNow or other ITSM ticketing system experience.
  • Strong technical documentation skills for troubleshooting and process refinement.
  • Logistics, transportation, or high-volume tracking system experience is a plus, but adaptability across industries is highly valued.
Additional Details:
  • Normal 8-hour shift (Monday-Friday); some holiday work may be required.
  • West Coast candidates preferred (PST/MST coverage needed).

If you are interested in this opportunity, please reach out to the Vaco team today to learn more!

Vaco values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco LLC and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco LLC and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco LLC and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco") respects your privacy and are committed to providing transparent notice of our policies.

  • California residents may access Vaco's HR Notice at Collection for California Applicants and Employees here.
  • Virginia residents may access our state specific policies here.
  • Residents of all other states may access our policies here.
  • Canadian residents may access our policies in English here and in French here.
  • Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to:

  • the individual's skill sets, experience and training;
  • licensure and certification requirements;
  • office location and other geographic considerations;
  • other business and organizational needs.

With that said, as required by local law, Vaco believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

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