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Exiger is an AI-powered supply chain and procurement automation platform serving 550+ global customers, including 150 Fortune 500 companies and 80+ government and defense organizations. The company is FedRAMP authorized and a 2x Gartner Magic Quadrant Leader for Supplier Risk Management.
The Senior Application Support Specialist will provide world-class technical support to SaaS customers, internal teams (CSMs, Migrations), and cross-functional departments (Product, Development, Infrastructure). This role bridges customer needs with internal technical teams, troubleshooting complex issues and ensuring customer satisfaction through end-to-end support solutions.
Key responsibilities include:
- Develop extensive working knowledge of the product suite
- Own assigned projects and process-improvement initiatives from planning through completion
- Balance reactive customer support with longer-term priorities and deadlines
- Provide end-user application support via phone, email, and in-person
- Coordinate and validate new implementations and upgrades
- Facilitate problem-solving between end-users and development staff
- Participate in testing new product releases
- Develop working relationships with sales staff to leverage product knowledge
- Analyze and troubleshoot problems while minimizing response time
- Proactively optimize support procedures and automate where possible
- Identify escalation situations and follow appropriate procedures
- Assist Technical Operations team with server support
- Participate in rotational on-call shift coverage
- Collaborate with Incident Management team
The role is full-time, hybrid or remote depending on proximity to Exiger offices (McLean/Richmond, Virginia or West Coast). Work schedule is 8:00 AM – 5:00 PM EST.
Requirements:
- US Citizenship required
- Must be able to pass and obtain Top-Secret security clearance after the first year of employment
- At least four years of application support experience in a technical support environment (startup/small team experience preferred)
- Experience with SaaS applications
- Familiarity with Unix/Linux Operating Systems and scripting languages (Bash, Perl, Python) and SQL
- Excellent verbal and written communication skills
- Demonstrated ability to independently manage projects, competing priorities, and deliverables with limited oversight
- Strong sense of ownership, accountability, and follow-through
- Ability to work in a team environment while being self-motivated
- Ability to multitask and balance competing priorities
- Ability to complete product demonstrations and end-user training in client-facing environments
- Previous experience with service desk software (Salesforce, Zendesk, ServiceNow, Jitbit, Desk.com, etc.)
- Previous experience with JIRA application
