Application Support Specialist

Application Support Specialist

We’re looking for a dynamic Application Support Specialist who will report to the Director of Customer Success and play a critical role in ensuring seamless client experiences across our product suite. This role offers an exciting opportunity to interface with a wide variety of internal and external stakeholders, providing technical support from presales to post-sales activities, and contributing to our mission of making the world a safer place to do business. This position will require working PM hours in PST or MT time zones in order to provide coverage for early APAC business hours.

This position is fully remote out of our Vancouver office.

What You’ll Do:

• Develop long-lasting relationships with clients
• Train clients on our product suite to maximize value
• Proactively optimize support processes and identify areas for automation
• Provide end-user application support via email and web conferencing
• Analyze and troubleshoot problems effectively, ensuring customer satisfaction
• Take ownership of support issues until final resolution and ensure customer satisfaction through end-to-end support solutions.
• Participate in testing of new product releases and provide feedback to development teams
• Assist Technical Operations team with server support
• Effectively manage handover of issues and tasks in a follow-the-sun support model
• Occasionally participate in rotational shift coverage (with advance notice/scheduling)

What You Need:

• 1-2 years of application support experience in a technical support environment
• Excellent verbal and written communication skills
• Strong Excel and data analysis skills
• Familiarity or experience with Postman and API, Okta, JIRA, and service desk software
• Ability to multitask while balancing competing priorities
• Familiarity or experience with Postman and API
• Experience with Okta or any other Identity Providers (IDP)
• Previous experience with JIRA or other issue-tracking software
• Previous experience with service desk software (Zendesk, ServiceNow, Jitbit, Desk.com, etc).
• Strength in one or more of the following: database administration, scripting, technical writing, server management, product training, process improvement, project management

Why Exiger is an Amazing Place to Work:

• Discretionary Time Off for all employees, with no maximum limits on time off
• Industry-leading health, vision, and dental benefits
• Competitive compensation package
• 16 weeks of fully paid parental leave
• Flexible, hybrid approach to working from home and in the office where applicable
• Focus on wellness and employee health through stipends and dedicated wellness programming
• Purposeful career development programs with reimbursement provided for educational certifications

Exiger is revolutionizing the way corporations, government agencies and banks manage risk and compliance with a combination of technology-enabled and SaaS solutions. In recognition of the growing volume and complexity of data and regulation, Exiger is committed to creating a more sustainable risk and compliance environment through its holistic and innovative approach to problem solving. Exiger's mission to make the world a safer place to do business drives its award-winning AI technology platform, DDIQ, built to anticipate the market's most pressing needs related to evolving ESG, cyber, financial crime, third-party and supply chain risk. Exiger has won 30+ AI, RegTech and Supply Chain partner awards.

Exiger’s core values are courage, excellence, expertise, innovation, integrity, teamwork and trust.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

Exiger’s hybrid work policy is periodically reviewed and adjusted to align with evolving business needs.