L2 Application Support Specialist at undefined

About Mad Mobile 

Mad Mobile is an AI-driven software development company headquartered in Tampa, FL, revolutionizing the restaurant and enterprise retail industries. Our innovative solutions empower businesses to enhance customer experience, streamline operations, and drive growth through cutting-edge technology. From mobile ordering and payments to advanced point-of-sale systems, our AI-driven approach helps industry leaders stay ahead in an ever-evolving digital world. As a fast-growing organization, we foster a collaborative, dynamic, and inclusive culture dedicated to delivering exceptional value to our clients and employees. Join us in shaping the future of restaurants, retail, and hospitality through intelligent, technology-driven innovation. 

Location: Tampa, FL (On-site) 
Eligibility: U.S. Citizens and Green Card holders only 

Role Overview 

We are seeking a Level 2 Application Support Specialist who will serve as a subject matter expert for retail and restaurant technology applications, specifically Point of Sale (POS) systems. Unlike a general IT support role, this position is dedicated to troubleshooting application-level issues, including APIs, integrations, authentication, and configuration within complex enterprise environments. 

You will be the primary escalation point for application incidents unresolved by Level 1 support, using advanced diagnostic tools and log analysis to identify and resolve root causes. This role requires close collaboration with development, QA, and customer success teams to ensure applications are stable, performant, and aligned with SLAs. 

Key Responsibilities 

• Act as the primary escalation point for application-related issues escalated from Level 1 support.
• Perform advanced troubleshooting on application services, including APIs, POS software, integrations, and configuration across UAT, SIT, and Production environments.
• Analyze application logs, API traces, and monitoring dashboards (Kibana, xTrace, Elastic Search, AWS CloudWatch) to identify root causes and drive resolution.
• Collaborate with engineering teams to escalate defects, reproduce complex issues, and recommend fixes or workarounds.
• Maintain and enforce Service Level Agreements (SLAs) for response and resolution times.
• Provide guidance and training to Level 1 support staff on recurring or complex application issues.
• Document standard operating procedures (SOPs), known errors, and troubleshooting guides to improve knowledge transfer and incident resolution.
• Partner with customer success and engagement teams to ensure smooth deployments, stable upgrades, and proactive monitoring of application performance.
• Participate in an on-call rotation (24/7) every two weeks to support business-critical applications.

Required Qualifications  

• Bachelor’s degree in Computer Science, Information Systems, or equivalent experience.
• 2–3 years in an Application Support role, preferably within enterprise or SaaS environments.
• Proven ability to troubleshoot Application APIs, integrations, and authentication protocols (Azure, Auth0, OAuth, Active Directory).
• Experience with monitoring/logging tools (Kibana, Elastic, CloudWatch, xTrace).
• Familiarity with enterprise systems such as Salesforce Commerce Cloud, IBM Sterling, or similar.
• Strong documentation, collaboration, and communication skills.

Preferred Qualifications 

• Experience supporting Retail or Restaurant POS systems.
• Exposure to mobile platforms (iOS/Android) and Agile methodologies.
• Ability to write and debug basic JavaScript for troubleshooting.
• Familiarity with AI tools to improve support efficiency.

What Makes This Role Different 

This is not a general IT helpdesk role. You will not be fixing laptops, resetting printers, or handling desktop support tickets. Instead, you will: 

• Deep dive into application behavior and logs.
• Solve integration and configuration issues.
• Ensure mission-critical POS and retail/restaurant systems operate at peak performance.
• Partner closely with developers and product teams to improve the software.

Our Core Values  

At Mad Mobile, we uphold these core values:  

• Customer: We believe in providing the best service to our customers every day.

• Accountability: We take ownership and proactively make things happen.
• Teamwork: We collaborate as a team to achieve success and have fun along the way.
• Innovation: We inspire and ignite the future through continuous innovation.
• Integrity: We uphold honesty, ethics, and trustworthiness in all that we do.

Why Mad Mobile  

Mad Mobile is recognized as the #38 fastest-growing company in Florida and #9 on the Tampa Bay Times Top 100 Workplace List. We are committed to fostering a diverse and inclusive culture while promoting a healthy work-life balance.  

Benefits  

• Comprehensive medical, dental, and vision insurance with premiums covered by Mad Mobile.
• $1000 HSA contribution provided from day one (prorated based on start date).
• 401(k) plan with a matching contribution of up to 6% (fully vested from day one).
• Market-leading benefits package and a commitment to employee well-being.

EEOC Statement  

Mad Mobile is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any other protected category prohibited by law.  

Mad Mobile does not accept unsolicited resumes from headhunters or recruitment agencies. Fees will not be paid for unsolicited resumes.  

*Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Mad Mobile does not accept unsolicited headhunter and agency resumes. Mad Mobile will not pay fees to any third-party agency or company that does not have a signed agreement with Mad Mobile.