Application Support Analyst (Senior)

Discover your 100% YOU with MicroSourcing!

Senior Application Support Analyst 

Position: Senior Application Support Analyst

Location: Bogota, Colombia

Work setup & shift: Onsite | Shifting

Why join MicroSourcing Colombia?

You'll have:

Competitive Rewards: Enjoy a robust and competitive total rewards package that includes, but not limited to, paid time off and performance bonuses.

A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth: Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:



As a Senior Application Support Analyst (Level 2), you are an advanced technical specialist within Quartex Support. This role serves as the first escalation point for issues requiring deeper product, configuration, or data investigation. You will balance advanced troubleshooting with SLA awareness, structured escalation discipline, and mentorship of Level 1 Support Analysts. You will partner with internal stakeholders (Level 3, Customer Success, Sales, Product, Technology, Finance) and Quartex Customers. Your day-to-day will involve:

Advanced Troubleshooting: Managing and resolving complex cases escalated from Level 1; performing advanced troubleshooting across application behavior, configuration, integrations, and data-related issues.

Technical Validation: Determining whether a problem is configuration, integration, data, or product-behavior related; validating defect conditions and preparing concise technical evidence/reproducible steps for Level 3/Engineering.

SLA & Case Management: Ensuring escalated cases are progressed in alignment with client-specific SLAs, including correct priority classification and response expectations; providing structured updates for high-impact cases.

Data & Database Activity: Conducting approved diagnostic database queries and data validation activities in accordance with access controls and governance standards.

Knowledge & Mentorship: Acting as a subject matter expert (SME) for nominated products; documenting troubleshooting approaches; and mentoring Level 1 Analysts to improve technical capability and documentation standards.

Global Collaboration: Participating in global handovers and collaborating across regions to ensure continuity within Quartex's multi-region support model.

Service Improvement: Identifying opportunities for service improvement and operating in accordance with information security policies and data governance.

What You Need:



To succeed in this role, you should possess:

Experience: 3+ years of experience in application support, SaaS support, or a similar technical environment; or 5+ years with hands-on experience using Quartex software.

Technical Expertise: Strong SQL and database diagnostic capability; a solid understanding of IT concepts, technologies, and terminologies; analytical problem-solving skills.

Communication & Service: Excellent written and verbal communication skills; customer outcome focused with proven customer service skills.

Education: Tertiary qualification in a technology-related discipline; ITIL certification is desirable.

Core Competencies: Proficiency in Ticket Management, Technical Troubleshooting, SLA Governance, Escalation and Incident Management, and Stakeholder Collaboration.

Professional Attributes: Ability to handle escalations independently, capacity to train and mentor staff, and the ability to take initiative and document knowledge articles effectively.

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About MicroSourcing



With over 10,000 professionals supporting over 1,000 clients, MicroSourcing delivers the same uncompromising standards of quality and performance, anywhere and everywhere we operate.

Our 13 delivery centers across the Philippines and Colombia follow a unified framework for governance, data security and service delivery, ensuring consistent outcomes regardless of location.

Our commitment to 100% YOU



MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/