Application Support

POSITION SUMMARY STATEMENT:

The Specialist, Technical Support provides advanced technical and functional support for Herbalife digital applications to ensure reliable, high-quality, and customer-focused experiences for users across markets.

This role is responsible for investigating, diagnosing, troubleshooting, and coordinating resolution for complex application issues affecting web, mobile, consumer-facing, backend, and integrated applications.

The role owns escalated issues through investigation, communication, resolution, and closure; performs root-cause analysis; identifies recurring issues; and recommends product, process, automation, and operational improvements. The Specialist, Technical Support partners closely with Product, Development, QA, Associate Services, Operations, and other stakeholders to ensure issues are accurately documented, effectively escalated, and resolved in a timely manner.

This position requires hands-on technical troubleshooting skills across web and mobile applications, backend services, databases, APIs, integrations, application logs, and monitoring tools. The individual must be able to use browser developer tools, console logs, SQL, MongoDB, JavaScript, Postman, session-replay tools such as Quantum Metric, and logging/observability tools such as Splunk to investigate application behavior and customer-reported issues.

The Specialist, Technical Support may also support software projects and releases from requirements clarification through implementation, UAT, Hypercare, production validation, and ongoing maintenance. This role contributes to support documentation, reporting, and enhancement recommendations that improve application usability, reliability, and customer experience.

DETAILED RESPONSIBILITIES/DUTIES:

• Serve as a subject-matter expert for assigned digital applications and provide Level 2 technical and functional support for web, mobile, consumer-facing, backend, and integrated applications.

• Diagnose and troubleshoot complex application incidents, defects, service requests, and escalations using browser developer tools, console logs, network traces, application logs, dashboards, and monitoring tools.

• Investigate application behavior across frontend components, backend services, APIs, databases, integrations, authentication flows, and third-party dependencies.

• Use SQL, MongoDB, JavaScript, Postman, and similar technical tools to validate data, troubleshoot APIs, analyze application behavior, reproduce issues, and support root-cause analysis.

• Investigate, troubleshoot, and resolve complex application issues across web, mobile, APIs, integrations, databases, and backend services.

• Perform root-cause analysis using data, monitoring, and observability tools to drive issue resolution and continuous improvement.

• Collaborate with Product, Development, and business teams to enhance application performance, reliability, and user experience.

• Support releases, production validation, incident management, and post-release stabilization activities.

• Develop support documentation and identify opportunities for process improvement and automation.

Skills (Required):

• Strong functional and technical understanding of digital applications, system-support processes, and application-maintenance practices.

• Strong hands-on experience troubleshooting web-based and mobile applications.

• Strong understanding of digital application architecture, including frontend applications, backend services, APIs, databases, integrations, authentication, and third-party dependencies.

• Strong SQL skills for data investigation, validation, troubleshooting, reporting, and root-cause analysis.

• Working experience with MongoDB or other NoSQL databases.

• Working knowledge of JavaScript for browser-console troubleshooting, scripting, automation, or diagnostic activities.

• Hands-on experience using Postman or similar API tools for testing, validation, and troubleshooting of REST APIs and integrations.

• Experience using session-replay or digital-experience analytics tools, such as Quantum Metric (QM), FullStory, Dynatrace Session Replay, or similar tools.

• Experience using logging, monitoring, and observability tools, such as Splunk, Dynatrace, Datadog, Azure Monitor, Application Insights, Kibana/Elastic, or similar platforms.

• Ability to analyze and correlate session-replay data, application logs, browser-console output, network traces, APIs, backend services, and database data to diagnose complex issues.

• Proficiency with Microsoft Word, Excel, PowerPoint, and Visio.

Experience:

• 8+ years of experience in application support, technical support, product support, software engineering support, systems analysis, or a related technology role.

• 5+ years supporting enterprise, e-commerce, consumer-facing, web, mobile, SaaS, or integrated digital applications. (Must)

• Advanced SQL skills with the ability to perform complex data analysis, troubleshooting, reporting, and root-cause investigations. (Must)

• Experience investigating production issues involving APIs, databases, integrations, application logs, and backend services. (Must)

• Experience with logging, monitoring, and observability tools (e.g., Splunk, Dynatrace, Datadog, Azure Monitor, Kibana, or similar). (Must)

• Experience supporting software releases, UAT, Hypercare, and post-production stabilization.

Education:

• Bachelor's degree in computer science, Information Technology, Engineering, or a related discipline.