Application Support Analyst II

Thumbtack helps millions of people confidently care for their homes.

Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.

About the Application Support Team

We take a holistic approach in supporting users and their applications by lessening roadblocks, improving efficiencies, and ensuring the security of our teams and tools. As we identify any chronic or systemic issues that are impacting our users, we work with other teams to prevent them from happening in the future. We want to be known for being approachable, smart, adaptable, and reliable.

About the role

In the Application Support Analyst II role, you will fulfill an important role in providing application support to end-users around the globe. You will help end-users across all teams with troubleshooting, updating required software components, and providing application support for our suite of internal tools. You are technical, a problem solver, and always looking for ways to help the members of our Thumbtack teams. 

What you will do

• Take ownership of global helpdesk tickets. 
• Familiar with the following systems: Salesforce, Genesys, ObserveAI, MavenAGI, Omni Channel (proprietary tool native to Salesforce), Jira Service Management, and Confluence.
• Explore, champion, and apply AI tools (e.g., Gemini, ChatGPT, Atlassian Rovo) to develop new processes, automate manual tasks, and generate documentation, ultimately streamlining Application Support and cross-departmental operations.
• Help end-users problem solve and find solutions to issues they have.
• Communicate any updates or major changes to our global employees.
• Ability to notice trends in support needs.
• Work with the team in North America to provide feedback and suggestions to improve tools our global teams use.

In order to be successful, you must bring

• At least 3-5 years experience working in an enterprise help desk environment.
• Experience in Salesforce Administration and telephony systems (e.g., Genesys).
• Open-minded, critical problem solver.
• Available to work at least 40 hours per week (following US hours).
• Nice to have: Salesforce Admin certification.
• Nice to have: Experience with AI-powered tools (e.g., large language models) for problem-solving, data analysis, and workflow automation.

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law. 

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email protected]. 

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/.

We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes.