Application Support Developer

Overall Responsibility:

CRM Production Support Specialist

(Remote – Honduras | US East Coast Business Hours)

The Application Support Developer serves as a technical help desk programmer for business-critical applications, including the organization’s CRM environment. We are seeking a technically capable Developer to provide front-line and escalated support for the organization’s CRM and other business applications. This role functions as a help desk programmer, resolving tickets that require application troubleshooting, SQL investigation, log analysis, debugging, scripting, and minor approved code or configuration changes. The position combines responsive end-user support with hands-on backend analysis to restore service, correct recurring problems, and improve application reliability. changes.

Key Responsibilities

• Triage, prioritize, investigate, and resolve help desk tickets involving application errors, failed processes, data discrepancies, reports, integrations, and user interface issues.

• Reproduce reported problems and determine whether the cause relates to application code, scripts, configuration, database data, APIs, permissions, scheduled jobs, or infrastructure.

• Use SQL queries against the Microsoft SQL Server backend to investigate records, validate data, support troubleshooting, and confirm approved fixes.

• Review application logs, error messages, stack traces, system events, and job histories to diagnose failures and identify recurring patterns.

• Read and troubleshoot existing application code, stored procedures, scripts, and configuration files to trace logic and isolate defects.

• Implement approved minor code corrections, scripts, queries, stored procedure updates, configuration changes, and technical workarounds within established testing and change-control processes.

• Develop and maintain small support utilities, automation scripts, and diagnostic queries that improve service efficiency and reduce repetitive incidents.

• Troubleshoot REST APIs and system integrations by reviewing requests, responses, payloads, authentication results, and error logs.

• Test patches, bug fixes, scripts, configuration changes, and application releases in non-production environments and document validation results.

• Guide end users through application issues, clarify expected behavior, and communicate workarounds or resolution steps in clear, non-technical language.

• Escalate complex defects, security concerns, infrastructure failures, and high-impact incidents to the appropriate development, database, infrastructure, or vendor teams with complete technical evidence.

• Monitor application health, scheduled jobs, interfaces, and recurring alerts and recommend permanent corrective actions when trends are identified.

• Document root causes, resolutions, ticket updates, technical runbooks, troubleshooting procedures, and knowledge-base articles.

• Follow established support processes, service-level agreements, access controls, testing standards, data protection requirements, and change-management procedures.

• Maintain clear and timely communication with users and internal stakeholders throughout the ticket lifecycle and confirm resolution before closing tickets.