Application Support Engineer
$90,000–$105,000 year
RemoteUnited States
Job Summary
Investigate, diagnose, and resolve intricate technical issues related to API integrations, databases, servers, microservice performance, web hosting, telephony, and containerized applications. Serve as the primary technical point of contact for customer inquiries via email and the support portal, providing clear and empathetic communication. Partner with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents while creating and maintaining comprehensive documentation and knowledge base articles. Replicate customer environments to identify root causes and verify solutions, identifying recurring issues to contribute to process enhancements. Participate in a rotational on-call schedule for urgent issues outside regular business hours.
Required Qualifications
- 4+ years of experience in a technical support, helpdesk, or customer-facing engineering role
- Strong problem-solving and analytical skills, with the ability to deconstruct complex issues
- Excellent written and verbal communication skills, capable of translating technical details for both technical and non-technical audiences
- Proficiency in: Web hosting technologies
- Proficiency in: APIs (automation, collaboration, and data extraction/changes through HTTP methods)
- Proficiency in: Network architecture and components
- Proficiency in: Server OS and hardware troubleshooting
- Proficiency in: Application log analysis
- Proficiency in: Telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP)
- Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA)
- A customer-centric mindset with a genuine desire to deliver excellent service
- Ability to work independently and collaboratively in a fast-paced environment
- Monday- Friday 8 - 5 with hour lunch w/ a rotating weeking with 3 others
- Participate in a rotational on-call schedule for urgent issues outside regular business hours
Desired Qualifications
- Experience managing or integrating SaaS applications or CCaaS platforms (e.g., Avaya, Five9, Genesys) and telephony infrastructure
- Experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS for file repositories and databases)
- Familiarity with Kubernetes for containerized applications
- Basic scripting skills (e.g., Python, PowerShell, Bash) for automation or data analysis
- Experience with logging and monitoring tools (e.g., Datadog, Grafana, Groundcover)
- Fluency in additional languages
- A degree in Computer Science, Engineering, or a related technical field
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