Application Support Engineer

Overview

Application Support Engineer supporting customers and troubleshooting technical issues across integrations and infrastructure. Acts as a bridge between customer needs and product/engineering teams.

What you'll do

• Investigate, diagnose, and resolve technical issues across APIs, databases, servers, microservices, web hosting, telephony/networking, and containerized applications.
• Be the primary technical point of contact for customer inquiries via email and the support portal.
• Collaborate with Engineering, Product, and Sales to escalate bugs, feature requests, and critical incidents.
• Create and maintain documentation, FAQs, and knowledge base articles.
• Replicate customer environments to reproduce issues and verify solutions.
• Participate in a rotational on-call schedule for urgent issues outside regular business hours.

What you'll need

• 4+ years of experience in technical support, helpdesk, or customer-facing engineering.
• Strong analytical and problem-solving skills to deconstruct complex issues.
• Excellent written and verbal communication for technical and non-technical audiences.
• Proficiency with web hosting technologies.
• Proficiency with APIs using HTTP methods and log analysis.
• Proficiency with network architecture/components and server OS/hardware troubleshooting.
• Experience with support ticketing systems such as Zendesk, Linear, or JIRA.

Nice to have

• Experience integrating or managing SaaS/CCaaS applications like Avaya, Five9, or Genesys and telephony infrastructure.
• Experience with cloud hyperscaler solutions like AWS S3/RDS/EKS.
• Familiarity with Kubernetes for containerized applications.
• Basic scripting skills (Python, PowerShell, Bash).
• Experience with logging/monitoring tools (Datadog, Grafana, Groundcover).
• Fluency in additional languages.
• A degree in Computer Science, Engineering, or related technical field.

Details

• Schedule: Monday–Friday 8–5 with an hour lunch (rotating with 3 others).
• Location: United States (Remote).
• Salary Range: $90,000–$105,000K base + Bonus + Offers Equity.