Application Support Engineer

This is a fully remote position, open to applicants in South Africa, +3 more countries.

📋 Description

• Address customer application issues by troubleshooting bugs, offering architectural advice, and assisting with integrations.

• Engage with non-technical customers to clearly articulate problems and solutions.

• Diagnose production issues utilizing logs, traces, reproductions, and minimal test cases.

• Manage a high volume of support tickets while maintaining quality standards.

• Enhance the core platform or AI agent to mitigate recurring problems.

• Recognize ticket trends and product deficiencies that lead to customer dissatisfaction.

• Work closely with engineering teams to implement and validate solutions.

• Keep public and internal documentation up to date, including known issues.

• Craft clear, concise, and audience-specific guides and responses.

• Develop self-service resources based on frequently asked questions.

• Streamline support workflows through automation, scripting, and AI-assisted processes.

• Enhance support operations and speed of resolution.

• Act as the initial point of contact for platform incidents during business hours.

• Oversee the public status page and communicate with customers during incidents.

• Coordinate diagnosis and resolution efforts with engineering, providing updates until closure.

⛳️ Requirements

• Strong background in TypeScript and React.

• Solid understanding of modern web application fundamentals, including HTTP, APIs, authentication, and databases.

• Demonstrated ability to debug production issues utilizing logs, traces, reproductions, and minimal test cases.

• Strong systems and architectural thinking, including scalability, reliability, performance, and security fundamentals.

• Excellent written communication skills that are clear, straightforward, concise, and tailored to the audience.

• Previous experience in a customer-facing role such as support, sales, or pre-sales.

• Proven track record of resolving 50 or more tickets daily.

• A proactive approach to shipping quickly, iterating, and rectifying mistakes promptly.

• Strong attention to detail and a commitment to producing simple, self-serve solutions.

• Eagerness and readiness to work hard and address challenges at any level.

• Availability to work standard Sydney business hours.

• Nice to have: Experience with Postgres, Redis, ClickHouse, Hono, Drizzle ORM, Temporal, or Tailwind.

• Nice to have: Familiarity with Cloudflare or AWS and infrastructure as code tools like CDK or Terraform.

• Nice to have: Experience in building with AI SDKs and LLM-based applications.

• Nice to have: Experience creating automations or internal tools to scale a support function.

• Nice to have: Experience managing platform incidents and public status communications.

• Nice to have: Experience supporting non-technical customers or small businesses.

• Submit an updated resume.

• Provide a GitHub link or examples of work if available.

• Include a brief Loom video (1 to 2 minutes) introducing yourself, outlining your engineering and customer-facing experience, and explaining a production issue you debugged from identification to resolution and prevention measures.

• Submission of the Loom video is mandatory to advance to the next stage of the hiring process.

🏝️ Benefits

• Paid Time Off in accordance with company policy.

• Observance of Holidays as per company guidelines.

• 100% remote work setup.

• Bi-monthly payment in USD (on the 15th and 30th).

• Opportunities to transition into software engineering, pre-sales engineering, or post-sales engineering after 6 to 12 months.