The Application Support Analyst 2 at Blackline Systems, Inc. provides advanced technical support and problem resolution for our financial close and accounting automation platform. This role involves analyzing complex application issues, implementing solutions, and collaborating with cross-functional teams to ensure optimal system performance and user satisfaction.

* Provide advanced-level support for BlackLine applications, troubleshooting complex technical issues reported by customers and internal teams.
* Analyze, diagnose, and resolve application and system-level problems, including data discrepancies, integration failures, performance bottlenecks, and user experience issues.
* Collaborate with engineering, product, and QA teams to escalate and resolve bugs, provide detailed problem descriptions, and test proposed solutions.
* Develop and maintain comprehensive documentation of support processes, common issues, and resolution steps for internal and external knowledge bases.
* Participate in the on-call rotation to provide timely support for critical production issues outside of standard business hours.
* Assist in the training and mentoring of junior support analysts, sharing knowledge and best practices.
* Identify opportunities for process improvements and contribute to the development of tools and strategies to enhance support efficiency and customer experience.
* Communicate effectively with customers to manage expectations, provide status updates, and ensure a positive support experience.
* Contribute to root cause analysis (RCA) investigations for recurring issues and implement preventative measures.
* Perform data analysis and SQL queries to investigate issues, validate data, and provide insights.

* Bachelor’s degree in computer science, Information Technology, Finance, or a related field, or equivalent practical experience.
* 3+ years of experience in a technical application support role, preferably supporting SaaS applications.
* Strong understanding of financial close processes and accounting principles is highly desirable.
* Proficiency in troubleshooting complex software applications, identifying root causes, and implementing effective solutions.
* Demonstrable experience with SQL for data querying and analysis is favorable.
* Familiarity with API integrations (REST, SOAP) and debugging tools is a plus.
* Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical audiences.
* Strong analytical and problem-solving skills with keen attention to detail.
* Ability to work independently and as part of a team in a fast-paced, dynamic environment.
* Experience with CRM and ticketing systems (e.g., Salesforce, Zendesk) is a plus.