Application Support (Specialist, Technical Support)

Recruiter - Lorena Padilla

Position reports to:Carolina C. Pineda

Work schedule: Hybrid, going to the office in GDL for 3 days

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.
• Own customer-reported issues from initial investigation through resolution and closure, ensuring timely communication, clear expectations, and a strong customer experience.
• 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. 

• Use session-replay and digital-experience tools, such as Quantum Metric (QM), and logging/observability tools, such as Splunk, to analyze customer journeys, identify technical errors, validate reported issues, and detect recurring trends.
• Provide Product and Development teams with complete and actionable issue details, including business impact, reproducible steps, expected versus actual behavior, screenshots, logs, timestamps, API responses, and relevant data findings.
• Identify recurring defects, known errors, customer pain points, and support trends; recommend permanent corrective actions, product enhancements, process improvements, automation opportunities, and preventive measures.
• Participate in incident reviews and root-cause analysis; document and track corrective and preventive actions through completion.
• Support release-readiness activities, including requirements clarification, UAT, production validation, Hypercare, post-release monitoring, and stabilization support.
• Partner closely with Product Managers, Developers, Operations, Associate Services, and business stakeholders to investigate issues, clarify business rules, coordinate resolution, and improve product usability and reliability.
• Create and maintain knowledge-base articles, troubleshooting guides, FAQs, runbooks, known-error records, support procedures, reports, dashboards, and self-help materials.
• Contribute to support and product documentation, including user stories, use cases, process maps, requirements, acceptance criteria, application gap analysis, and enhancement requests.
• Identify and support automation initiatives that reduce manual effort, improve support efficiency, strengthen monitoring, and accelerate issue detection and resolution.
 

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.

• Experience supporting global, multi-market, e-commerce, or consumer digital platforms.
• Experience using browser developer tools, application consoles, console logs, network traces, and error diagnostics.
• 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.
• Strong analytical, troubleshooting, root-cause analysis, and problem-solving skills.
• Ability to identify recurring issues and recommend process, product, monitoring, automation, or operational improvements.
• Demonstrated ability to achieve results with limited supervision.

• Ability to effectively manage multiple, competing, high-priority issues and projects with varying deadlines.
• Strong written and verbal communication skills, with the ability to communicate effectively with all levels of the organization and simplify technical concepts for non-technical audiences.
• Ability to interact effectively with individuals from different countries and cultures, with sensitivity to cultural diversity.
• Strong interpersonal, stakeholder-management, and conflict-resolution skills.
• Strong work ethic with emphasis on customer service, quality, ownership, and timely resolution.
• Ability to function effectively as a collaborative team member.
• Motivated self-starter with initiative, curiosity, and the ability to learn new technologies, applications, and business processes quickly.
• Thorough knowledge of Software Development Life Cycle methodologies, Agile delivery practices, and information-systems concepts and terminology.
• 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)

Education:
• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline; 
 

PREFERRED QUALIFICATIONS:
• Masters Degree in Computer Science, Information Technology or related field.
• ITIL Foundation certification or practical experience with Incident, Problem, Change, and Knowledge Management processes.

• Experience with .NET client/server, cloud-based, and service-oriented application environments.
• Experience with enterprise content-management systems.