Technical Support & Onboarding Specialist

About the role

Liaison International is expanding its Application Support Monitoring team and seeks a Technical Support & Onboarding Specialist. You will work at the intersection of Level 2 application support and observability, ensuring critical higher‑education admission platforms remain reliable and performant.

Key responsibilities

• Own and resolve Level 2 support tickets from Salesforce and Jira, focusing on application behavior and data.
• Troubleshoot production issues using logs, metrics, and traces, reproducing problems with developers, analysts, QA, and implementation teams.
• Validate software fixes in test, pre‑production, and production environments.
• Communicate status and resolutions to stakeholders within agreed SLAs.
• Monitor application health with APM tools, telemetry, and alerting systems.
• Design, maintain, and refine monitoring dashboards and alerts (e.g., New Relic) to proactively detect anomalies.

Required profile

• Strong consulting and customer‑facing abilities.
• Passion for observability, debugging, and system‑health ownership.
• Experience collaborating with engineers, product teams, and partners.

Required skills

• Salesforce ticketing system
• Jira ticketing system
• New Relic or comparable APM tool
• Log analysis, metric collection, and tracing
• Application monitoring and alert configuration