Application Support Engineer – Temporary Worker

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

📋 Description

• Classify and document incoming application support tickets based on severity, urgency, and category.

• Address client issues by analyzing logs, executing SQL queries, and assessing application behavior.

• Manage and prioritize tickets while adhering to SLAs and escalating issues when necessary.

• Resolve tickets across at least 5 product categories with adequate depth, while being capable of managing tickets across all categories.

• Collaborate with internal teams by escalating complex issues with detailed diagnostics and context.

• Serve as an escalation point for junior engineers, assisting them in ticket resolution without formal handoff whenever possible.

• Enhance the knowledge base through documenting solutions and creating troubleshooting procedures.

• Contribute to release readiness by validating application updates and participating in deployment support activities.

• Elevate client experience by exhibiting empathy and professionalism during technical investigations.

• Participate in on-call rotations to support after-hours high-severity incidents.

• Aid in monitoring environments by reviewing alerts, logs, and dashboards to proactively identify issues.

• Identify recurring problems by performing root cause analysis and recommending lasting solutions.

⛳️ Requirements

• Minimum of 2 years in a B2B application support position.

• Proficient in SQL and log analysis.

• Familiarity with ITIL or SaaS principles.

• Experience troubleshooting application issues within distributed systems.

• Excellent communication and client interaction abilities.

• Strong time management skills and the capacity to manage multiple priorities.

🏝️ Benefits

• Remote-first work environment.

• Unlimited paid time off.

• 401(k) with employer matching.