Application Support Analyst II

Thumbtack
Philippines
Workplace: RemoteFull timeFunction: Product ManagementExperience: 3-5 yearsSkills: ["Problem-solving","Critical thinking","Communication","Adaptability"]

Provide application support to end-users globally by owning helpdesk tickets, troubleshooting issues, and maintaining required software components for Thumbtack’s internal tools. Work across teams to improve processes and prevent recurring systemic problems, communicate updates to employees, and identify trends in support needs. Use enterprise systems like Salesforce and Genesys and explore AI tools (Gemini, ChatGPT, Atlassian Rovo) to automate tasks, generate documentation, and streamline application support operations.

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FursaFursa
Thumbtack
Thumbtack
6 months ago

Application Support Analyst II

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Provide application support to end-users globally by owning helpdesk tickets, troubleshooting issues, and maintaining required software components for Thumbtack’s internal tools. Work across teams to improve processes and prevent recurring systemic problems, communicate updates to employees, and identify trends in support needs. Use enterprise systems like Salesforce and Genesys and explore AI tools (Gemini, ChatGPT, Atlassian Rovo) to automate tasks, generate documentation, and streamline application support operations.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Take ownership of global helpdesk tickets.
  • •Troubleshoot and support users across internal tools and required software components.
  • •Communicate updates and major changes to global employees.
  • •Explore and apply AI tools to develop processes, automate manual tasks, and generate documentation.
  • •Notice trends in support needs and work with the team to improve tools used by global teams.

Key Requirements

  • •3-5 years of experience working in an enterprise help desk environment.
  • •Experience with Salesforce Administration.
  • •Experience with telephony systems (e.g., Genesys).
  • •Open-minded, critical problem-solving skills.
  • •Availability to work at least 40 hours per week (following US hours).
Experience:3-5 yearsEnterprise help deskTelephony systemsAI tools
Skills:Problem-solvingCritical thinkingCommunicationAdaptability
Certifications:Salesforce Admin certification
Tech Stack:SalesforceGenesysObserveAIMavenAGIOmni ChannelJira Service ManagementConfluenceGeminiChatGPTAtlassian Rovo

Company Brief

Thumbtack
Provides an online marketplace connecting local service professionals (home improvement, events, lessons, and more) with customers seeking quotes, reviews, and booking tools to hire vetted contractors and providers.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn