Application Support Analyst

As an Application Support Analyst, you are the first line of contact for enterprise customers experiencing issues with the BillingPlatform application. You will own tickets from initial triage through resolution or escalation, working directly with customers and coordinating with internal engineering teams to drive timely outcomes. This role requires strong communication skills, a methodical approach to troubleshooting, and a genuine commitment to customer success.

Responsibilities

• Triaging incoming support tickets, assessing severity, and ensuring accurate prioritization within SLA windows

• Serving as the primary point of contact for customers, providing clear and timely status updates throughout the resolution lifecycle

• Troubleshooting application issues by reviewing logs, configurations, and data to isolate root cause before escalating to engineering

• Escalating complex or high-impact issues to engineering with complete, well-documented context to accelerate resolution

• Documenting issues, investigation steps, and resolutions in the ticketing system to maintain an accurate support record

• Identifying patterns across tickets to surface recurring issues and contribute to proactive knowledge base improvements

• Collaborating cross-functionally with engineering, product, and professional services teams to resolve customer-impacting issues

• Leveraging scripting or custom configuration capabilities to fulfill customer requests (a plus, not required)

Do you have experience in Customer communication?, Do you have a Bachelor’s degree?, * 4-year degree in IT field, or relevant experience

• Strong sense of responsibility, self-motivation, and initiative

• Familiarity with relational databases, web technologies, or API concepts (hands-on experience a plus)

• Excellent communication skills, both verbal and written

• Ability to thrive in a fast-paced, high-growth environment

• Exposure to billing, subscription management, or SaaS revenue concepts is a plus but not required

• Customer-focused mindset with a passion for continuous learning and technical growth

Pulled from the full job description

• Health insurance
• 401(k) matching
• Vision insurance
• Health savings account
• Dental insurance

• Flexible spending account, * Be part of the fastest-growing companies in the United States

• Receive competitive compensation that includes a robust benefits package-medical, dental, vision, life and disability, HSA, FSA, and many perks related to health and wellness provided by our medical carriers

• 401(k) match that is 100% immediately vested

• Discretionary and charitable time off program

The base salary range for this position is $65,000 - $80,000 USD per year, depending on job-related knowledge, skills, experience, and market location. Salary information is provided per state regulations in CA, CO, CT, MD, NV, NY, RI, and WA.

BillingPlatform is an industry-leading, fast-growing SaaS company. Our award-winning, cloud-based revenue lifecycle management platform is leveraged by leading global enterprises to automate and streamline the entire quote-to-cash process. At BillingPlatform, our employees are our most valuable asset, and we believe deeply in a culture of collaboration, accountability, innovation, and transparency. We seek bright, enthusiastic, and creative professionals looking to be part of our incredible team focused on challenging the status quo and driving transformational value to customers.

Backed by leading private equity firms FTV Capital and Columbia Capital, we have achieved remarkable industry recognition for growth, including being listed for the fifth consecutive year on Deloitte’s Technology Fast 500 list of fastest-growing technology companies and ranked on the Inc 5000 list for four years running.

Our ability to innovate market-leading solutions has been validated by all major industry analyst firms, including being named a Leader in the first-ever Gartner® Magic Quadrant for Recurring Billing Applications, and being recognized as the Leader in Forrester Research’s “The Forrester Wave : SaaS Recurring Billing Solutions.” To learn more about us, visit billingplatform.com.