Senior Application Support Engineer - Remote

Overview

We’re seeking an experienced Senior Application Support Engineer who thrives on solving complex problems and deep diving to uncover solutions. In this role, you’ll work as the technical escalation point in supporting our growing customer base across the globe, providing high impact solutions to ensure their experience is top notch.

In Short

• Provide detailed technical application support for our java Saas platform for Tier 2 & 3 issues
• Work with our global Customer Success teams to handle technical escalations, and taking ownership of Application Support tickets from troubleshooting through to resolution
• Showcase your SQL skills writing complex queries, creating reports, troubleshooting data issues, and providing detailed reporting requirements to internal teams - going beyond simple log checks.
• Take ownership of issues from escalation to resolution, prioritising effectively and driving successful outcomes.
• As a senior member of the team, provide guidance and advice to App Support team members on complex issues.
• Grab the opportunity to tackle challenging, high-impact application support issues to make a real difference for our customers.
• Champion a culture of improvement by proactively suggesting and driving changes in processes, tools, and best practices.

Requirements

• 6+ years of experience in web applications support.
• Strong SQL query and report writing experience.
• Strong experience supporting Java-based web applications, analyzing application logic, with a solid understanding of Java, JavaScript, and web technologies.
• Solid experience analyzing log files using tools like AWS dashboards, CloudWatch, and Elastic Monitoring, with familiarity working with APIs and tools such as Postman.
• Strong analytical and problem-solving skills - You’ll be an inquisitive problem solver, who loves getting to the bottom of the issue. It’s also important to have the foresight to anticipate any potential problems.
• Clear communication skills with the ability to translate technical specifications to non-technical stakeholders and vice versa.
• Highly collaborative with experience working cross-functionally to deliver customer-focused solutions.

Benefits

• A huge opportunity to make a real impact, to shape what we do and where we are going.
• The exposure and challenge you need to learn, grow and progress your career in a high growth environment.
• Complex technical and business problems to solve and the trust and autonomy you need to go and solve them.
• A sound, helpful team, in a friendly, values-driven and inclusive environment.
• Compensation range of $95k-$105k, geo and experience dependent.
• 401(k) plan with company match.
• 20 days PTO + 4 company ‘Reset’ days throughout the year.
• Comprehensive health insurance, life insurance and long term illness/income protection.
• Fully flexible work location and work patterns so you can balance life at home with life at work - come to the office, work at home… or enjoy a blend of both at your discretion.
• Learning subsidy of $2,000 annually, to spend as you wish, plus study and examination leave where applicable. Our ‘bookworm’ program also enables you to order a book a month…on us!
• Access to Pluralsight - the on demand learning platform for tech teams.
• Wellbeing program & stipend.
• Home office set-up supports.