Application Support Developer

Overall Responsibility:

CRM Production Support Specialist

(Remote – Honduras | US East Coast Business Hours)

The Application Support Developer serves as a technical help desk programmer for business-critical applications, including the organizations CRM environment. We are seeking a technically capable Developer to provide front-line and escalated support for the organizations CRM and other business applications. This role functions as a help desk programmer, resolving tickets that require application troubleshooting, SQL investigation, log analysis, debugging, scripting, and minor approved code or configuration changes. The position combines responsive end-user support with hands-on backend analysis to restore service, correct recurring problems, and improve application reliability. changes.

Key Responsibilities

- Triage, prioritize, investigate, and resolve help desk tickets involving application errors, failed processes, data discrepancies, reports, integrations, and user interface issues.

- Reproduce reported problems and determine whether the cause relates to application code, scripts, configuration, database data, APIs, permissions, scheduled jobs, or infrastructure.

- Use SQL queries against the Microsoft SQL Server backend to investigate records, validate data, support troubleshooting, and confirm approved fixes.

- Review application logs, error messages, stack traces, system events, and job histories to diagnose failures and identify recurring patterns.

- Read and troubleshoot existing application code, stored procedures, scripts, and configuration files to trace logic and isolate defects.

- Implement approved minor code corrections, scripts, queries, stored procedure updates, configuration changes, and technical workarounds within established testing and change-control processes.

- Develop and maintain small support utilities, automation scripts, and diagnostic queries that improve service efficiency and reduce repetitive incidents.

- Troubleshoot REST APIs and system integrations by reviewing requests, responses, payloads, authentication results, and error logs.

- Test patches, bug fixes, scripts, configuration changes, and application releases in non-production environments and document validation results.

- Guide end users through application issues, clarify expected behavior, and communicate workarounds or resolution steps in clear, non-technical language.

- Escalate complex defects, security concerns, infrastructure failures, and high-impact incidents to the appropriate development, database, infrastructure, or vendor teams with complete technical evidence.

- Monitor application health, scheduled jobs, interfaces, and recurring alerts and recommend permanent corrective actions when trends are identified.

- Document root causes, resolutions, ticket updates, technical runbooks, troubleshooting procedures, and knowledge-base articles.

- Follow established support processes, service-level agreements, access controls, testing standards, data protection requirements, and change-management procedures.

- Maintain clear and timely communication with users and internal stakeholders throughout the ticket lifecycle and confirm resolution before closing tickets.

Qualifications

Education & Experience

- Bachelors degree in Computer Science, Software Engineering, Information Technology, Information Systems, or a related field, or equivalent relevant experience.

- 2-3 years of hands-on experience in application support, production support, software help desk, junior software development, or a similar technical support role.

- Strong SQL skills, preferably with Microsoft SQL Server, including joins, data investigation, validation, and troubleshooting.

- Working knowledge of at least one programming or scripting language, with the ability to read existing code, trace logic, debug issues, and implement minor approved changes.

- Experience troubleshooting web or business applications through logs, error messages, database records, APIs, and user-reported symptoms.

- Basic understanding of software development lifecycle practices, source control, testing, incident management, and change control.

- Availability to work standard U.S. East Coast business hours.

- Experience supporting a CRM platform such as Microsoft Dynamics, Salesforce, or a similar enterprise application.

- Experience with C#, .NET, Java, JavaScript, Python, PowerShell, or another enterprise programming or scripting language.

- Familiarity with REST APIs, JSON/XML, Postman or similar testing tools, and system-to-system integrations.

- Experience with Git or another source-control platform and with structured release or deployment processes.

- Familiarity with ITIL practices and ticketing platforms such as ServiceNow, Jira Service Management, or Azure DevOps.

- Experience working remotely in a ticket-driven application support environment.

Skills:

- Clear written and spoken English, essential for supporting U.S.-based users and collaborating with technical teams.

- Ability to work independently on multiple tickets, document technical findings clearly, and recognize when escalation is required.

- Ability to manage multiple priorities in a fast-paced environment.

- Strong written and verbal communication skills.

- Excellent documentation and organizational skills.

- Ability to work collaboratively across technical and business teams.

- Strong customer service mindset and commitment to operational excellence.

- Demonstrates a personal commitment to the Christian faith and to the Christian values, mission, and ministry of Food For The Poor, conducting responsibilities with integrity, compassion, stewardship, and respect for those served.