Application Support Engineer

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

📋 Description

• Diagnose and resolve intricate technical challenges across distributed Cloud SaaS systems utilizing diagnostic tools, including AI.

• Spearhead technical investigations and ensure issues are resolved while upholding exceptional standards of customer communication.

• Engage directly with external clients by addressing support tickets and escalations within service level agreements (SLA).

• Conduct live troubleshooting sessions.

• Develop, sustain, and disseminate technical knowledge to enhance support capabilities and operational excellence.

• Collaborate closely with Engineering, Product, Cyber, and other cross-functional teams to determine root causes and promote product enhancements.

• Participate in the ongoing improvement of support processes, documentation, and automation.

⛳️ Requirements

• Over 5 years of experience in Tier 2 or Tier 3 Technical Support for Cloud SaaS products.

• Proven experience in a customer-facing technical support role, directly engaging with enterprise customers (B2B).

• Practical experience in troubleshooting REST APIs, SaaS platforms, and debugging distributed systems.

• Familiarity with public cloud platforms such as AWS, Azure, and/or GCP.

• Proficient in writing scripts using Bash and/or Python.

• Strong command of spoken and written English.

• Experience incorporating or utilizing AI in daily operations.

• Exceptional troubleshooting, analytical, and diagnostic abilities.

• Strong communication skills with the capacity to clearly articulate technical concepts.

• Hands-on, process-oriented multitasker capable of thriving in a dynamic environment.

• Quick learner with a passion for adopting new technologies, including AI.

• Collaborative team member with a continuous learning mindset and a desire to assist others in their growth.

• Basic knowledge of Linux environments is advantageous.

• Familiarity with Salesforce, Atlassian (Jira/Confluence), Kubernetes, Elasticsearch, Git, and related technologies is beneficial.

• Experience with monitoring and observability platforms such as Kibana, Grafana, Prometheus, or similar tools is a plus.

• Proficiency in working with and troubleshooting integrations like third-party APIs and webhooks is advantageous.

🏝️ Benefits

• Security through thorough client vetting to reduce risks and ensure reliable and prompt payments.

• Career support and assistance in identifying suitable new projects.

• Legal guidance for independent contractor or sole proprietorship status, including taxes and related processes.

• English language courses.

• Opportunities for professional growth.

• Team-building activities.

• Flexible working hours.

• 29 days of paid time off (18 working days per year plus all national holidays).

• 10 paid recovery days.

• Comprehensive financial and legal support for independent contractors.

• Free English classes with native speakers or Ukrainian instructors.

• Dedicated HR support.