Application Support Analyst 2

Get to Know Us:
It's fun to work in a company where people truly believe in what they're doing!
At BlackLine, we're committed to bringing passion and customer focus to the business of enterprise applications.
Since being founded in 2001, BlackLine has become a leading provider of cloud software that automates and controls the entire financial close process. Our vision is to modernize the finance and accounting function to enable greater operational effectiveness and agility, and we are committed to delivering innovative solutions and services to empower accounting and finance leaders around the world to achieve Modern Finance.
Being a best-in-class SaaS Company, we understand that bringing in new ideas and innovative technology is mission critical. At BlackLine we are always working with new, cutting edge technology that encourages our teams to learn something new and expand their creativity and technical skillset that will accelerate their careers.
Work, Play and Grow at BlackLine!
Make Your Mark:
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.
You'll Get To:
* 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.
What You'll Bring:
* 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.
We're Even More Excited If You Have:

• Any experience with business systems such as SAP, Oracle, PeopleSoft, Hyperion, etc. would be a plus
• Knowledge of SQL database preferred
• 2 + years' experience with Web applications
• Ability to analyze a problem and direct appropriate course of action
• Professional attitude and desire to resolve issues with patience and understanding
• 5+ years prior experience in a technical support position
• Strong technical skills

Thrive at BlackLine Because You Are Joining:

• A technology-based company with a sense of adventure and a vision for the future. Every door at BlackLine is open. Just bring your brains, your problem-solving skills, and be part of a winning team at the world's most trusted name in Finance Automation!
• A culture that is kind, open, and accepting. It's a place where people can embrace what makes them unique, and the mix of cultural backgrounds and varying interests cultivates diverse thought and perspectives.
• A culture where BlackLiner's continued growth and learning is empowered. BlackLine offers a wide variety of professional development seminars and inclusive affinity groups to celebrate and support our diversity.

BlackLine is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity or expression, race, ethnicity, age, religious creed, national origin, physical or mental disability, ancestry, color, marital status, sexual orientation, military or veteran status, status as a victim of domestic violence, sexual assault or stalking, medical condition, genetic information, or any other protected class or category recognized by applicable equal employment opportunity or other similar laws
BlackLine recognizes that the ways we work and the workplace itself has shifted. We innovate in a workplace that optimizes a combination of virtual and in-person interactions to maximize collaboration and nurture our culture. Candidates who live within a reasonable commute to one of our offices will work in the office at least 3 days a week.