Application Support Engineer - Remote

Overview

The Application Support Engineer will be a key technical resource within a dynamic Customer Success team, ensuring customers have a seamless experience with complex software solutions.

In Short

• Investigate, diagnose, and resolve complex technical issues related to APIs, databases, servers, telephony, networking, and containerized applications.
• Serve as the primary technical contact for customers, providing clear and empathetic communication through email and support portals.
• Collaborate with Engineering, Product, and Sales teams to escalate critical incidents, bugs, and feature requests, ensuring timely resolution.
• Reproduce customer issues and test solutions to verify effectiveness and accuracy.
• Develop and maintain comprehensive documentation, FAQs, and knowledge base content to support customers and internal teams.
• Identify recurring issues and recommend process improvements to enhance the customer support experience.
• Participate in an on-call rotation for urgent technical issues outside regular business hours.

Requirements

• Strong technical background in application support.
• Experience with troubleshooting APIs and microservices.
• Knowledge of databases and networking.
• Excellent communication skills.
• Ability to work collaboratively with cross-functional teams.
• Experience in documenting solutions and creating knowledge base content.
• Availability for on-call support as needed.

Benefits

• Opportunity to work with cutting-edge technologies.
• Dynamic and fast-paced work environment.
• Focus on problem-solving and technical expertise.