Application Support Analyst

BillingPlatform is an industry-leading, fast-growing SaaS company. Our award-winning, cloud-based revenue lifecycle management platform is leveraged by leading global enterprises to automate and streamline the entire quote-to-cash process. At BillingPlatform, our employees are our most valuable asset, and we believe deeply in a culture of collaboration, accountability, innovation, and transparency. We seek bright, enthusiastic, and creative professionals looking to be part of our incredible team focused on challenging the status quo and driving transformational value to customers. 

Backed by leading private equity firms FTV Capital and Columbia Capital, we have achieved remarkable industry recognition for growth, including being listed for the fifth consecutive year on Deloitte’s Technology Fast 500™ list of fastest-growing technology companies and ranked on the Inc 5000 list for four years running.  

Our ability to innovate market-leading solutions has been validated by all major industry analyst firms, including being named a Leader in the first-ever Gartner® Magic Quadrant™ for Recurring Billing Applications, and being recognized as the Leader in Forrester Research’s “The Forrester Wave™: SaaS Recurring Billing Solutions.” To learn more about us, visit billingplatform.com. 

Description 

As an Application Support Analyst, you are the first line of contact for enterprise customers experiencing issues with the BillingPlatform application. You will own tickets from initial triage through resolution or escalation, working directly with customers and coordinating with internal engineering teams to drive timely outcomes. This role requires strong communication skills, a methodical approach to troubleshooting, and a genuine commitment to customer success. 

Responsibilities 

Triaging incoming support tickets, assessing severity, and ensuring accurate prioritization within SLA windows 

Serving as the primary point of contact for customers, providing clear and timely status updates throughout the resolution lifecycle 

Troubleshooting application issues by reviewing logs, configurations, and data to isolate root cause before escalating to engineering 

Escalating complex or high-impact issues to engineering with complete, well-documented context to accelerate resolution 

Documenting issues, investigation steps, and resolutions in the ticketing system to maintain an accurate support record 

Identifying patterns across tickets to surface recurring issues and contribute to proactive knowledge base improvements 

Collaborating cross-functionally with engineering, product, and professional services teams to resolve customer-impacting issues 

Leveraging scripting or custom configuration capabilities to fulfill customer requests (a plus, not required) 

Qualifications 

4-year degree in IT field, or relevant experience 

Strong sense of responsibility, self-motivation, and initiative 

Familiarity with relational databases, web technologies, or API concepts (hands-on experience a plus) 

Excellent communication skills, both verbal and written 

Ability to thrive in a fast-paced, high-growth environment 

Exposure to billing, subscription management, or SaaS revenue concepts is a plus but not required 

Customer-focused mindset with a passion for continuous learning and technical growth 

Benefits 

Be part of the fastest-growing companies in the United States 

Receive competitive compensation that includes a robust benefits package—medical, dental, vision, life and disability, HSA, FSA, and many perks related to health and wellness provided by our medical carriers 

401(k) match that is 100% immediately vested 

Discretionary and charitable time off program 

The base salary range for this position is $65,000 - $80,000 USD per year, depending on job-related knowledge, skills, experience, and market location. Salary information is provided per state regulations in CA, CO, CT, MD, NV, NY, RI, and WA. 

BillingPlatform provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.