Application Support Engineer

📋 Description

• Investigate, diagnose, and resolve complex technical challenges associated with API integrations, databases, servers, microservice performance, web hosting, telephony and network technologies, and containerized applications.

• Act as the main technical contact for customer inquiries, delivering clear, concise, and empathetic communication through email and our support portal.

• Collaborate closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, ensuring prompt resolution and feedback.

• Create and maintain thorough documentation, FAQs, and knowledge base articles to empower both customers and internal teams.

• Replicate customer environments and issues to pinpoint root causes and validate solutions.

• Develop extensive product knowledge, comprehending architecture, functionality, and common use cases.

• Identify recurring issues and contribute to process improvements that enhance the customer support experience and product quality.

• Participate in a rotational on-call schedule for urgent matters outside regular business hours.

⛳️ Requirements

• 2-4 years of experience in a technical support, helpdesk, or customer-facing engineering role.

• Strong problem-solving and analytical abilities, with the capacity to dissect complex issues.

• Excellent written and verbal communication skills, capable of conveying technical information to both technical and non-technical audiences.

• Proficiency in:

• Web hosting technologies.

• APIs (automation, collaboration, and data extraction/changes through HTTP methods).

• Application log analysis.

• Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA).

• A customer-focused mindset with a sincere desire to provide outstanding service.

• Ability to work both independently and collaboratively in a fast-paced environment.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage with plans tailored for you and your family.

• Flexible PTO to allow you to take the time you need, when you need it.

• Paid parental leave for all new parents welcoming a new child.

• Retirement savings plan to assist you in planning for the future.

• Remote work setup budget to help you establish a productive home office.

• Monthly wellness and communication stipend to keep you connected and balanced.

• In-office meal program and commuter benefits for onsite employees.