Application Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist clients in analyzing and resolving technical challenges.

• Address intricate technical escalations in the capacity of a Tier 3 engineer.

• Act as the main point of contact among clients, technical support, and engineering teams.

• Identify and resolve operational issues and maintenance concerns.

• Investigate and rectify defects reported by customers.

• Engage with clients to configure applications remotely.

• Diagnose service and integration challenges.

• Comprehend product workflows and relate them to customer configurations.

• Analyze product logs to determine solutions for issues reported by customers.

• Filter, qualify, quantify, and direct product defects to the appropriate team or manage them until resolved.

• Collaborate with internal tools and engineering teams to replicate and address customer-reported issues where feasible.

• Communicate operational issues, maintenance concerns, and bugs to product engineering.

• Coordinate with engineering, support, product management, and other internal departments.

⛳️ Requirements

• Demonstrated experience utilizing AI-driven tools to improve efficiency, problem-solving, and collaboration.

• Proficient understanding of MySQL.

• Familiarity with Application Programming Interface (API) debugging.

• Experience in debugging utilizing OCI, Amplitude, Grafana logs, or similar tools.

• Some familiarity with web programming languages such as PHP, JavaScript, NodeJs, or Python.

• Over 4 years of experience providing technical support to enterprise-level clients.

• Knowledge of VOIP industry protocols including SIP, HTTP/HTTPS, SSH, and UDP/TCP.

• Understanding of network components and infrastructure.

• Familiarity with computer and mobile operating systems, including Windows OS, macOS, and iOS/Android.

• Bachelor’s degree in a technical discipline and/or relevant industry certifications and experience.

• Strong organizational and time management abilities.

• Capacity to prioritize competing demands effectively.

• Exceptional verbal and written communication skills.

• Collaborative team player with a positive outlook.

• Experience in external customer support.

• Knowledge and skills regarding Avaya, Mitel, and Cisco products would be advantageous.

• Must be legally authorized to work in the United States, as verified by participation in E-Verify for U.S. employment.

🏝️ Benefits

• Discretionary merit increases.

• Eligibility for bonuses and/or stock options for specific roles.

• Sales variable compensation incentives available for qualifying positions.

• Commitment to equal employment opportunities.

• Reasonable accommodations provided for individuals with disabilities.