Application Support Engineer

About the role:

Schedule: Monday- Friday 8 - 5 with hour lunch w/ a rotating weeking with 3 others.

We are seeking a highly motivated and technically proficient Application Support Engineer to join our growing Customer Success team. This role is ideal for individuals who enjoy solving complex technical challenges, assisting customers, and serving as a crucial link between our customers and product development. You will be instrumental in ensuring a smooth and successful customer experience by transforming complex issues into clear, actionable solutions.

What You'll Do:

• Technical Issue Resolution: Investigate, diagnose, and resolve intricate technical issues related to API integrations, databases, servers, microservice performance, web hosting, telephony and network technologies, and containerized applications.
• Customer Advocacy: Serve as the primary technical point of contact for customer inquiries, providing clear, concise, and empathetic communication via email and our support portal.
• Collaboration & Escalation: Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, ensuring timely resolution and feedback.
• Knowledge Management: Create and maintain comprehensive documentation, FAQs, and knowledge base articles to empower both customers and internal teams.
• Issue Reproduction & Testing: Replicate customer environments and issues to identify root causes and verify solutions.
• Product Expertise: Develop deep product knowledge, understanding architecture, functionality, and common use cases.
• Process Improvement: Identify recurring issues and contribute to process enhancements that improve the customer support experience and product quality.
• On-Call Support: Participate in a rotational on-call schedule for urgent issues outside regular business hours.

What You'll Bring:

• 4+ years of experience in a technical support, helpdesk, or customer-facing engineering role.
• Strong problem-solving and analytical skills, with the ability to deconstruct complex issues.
• Excellent written and verbal communication skills, capable of translating technical details for both technical and non-technical audiences.
• Proficiency in:
• Web hosting technologies.
• APIs (automation, collaboration, and data extraction/changes through HTTP methods).
• Network architecture and components.
• Server OS and hardware troubleshooting.
• Application log analysis.
• Telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP).
• Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA).
• A customer-centric mindset with a genuine desire to deliver excellent service.
• Ability to work independently and collaboratively in a fast-paced environment.

Bonus Points If You Have:

• Experience managing or integrating SaaS applications or CCaaS platforms (e.g., Avaya, Five9, Genesys) and telephony infrastructure.
• Experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS for file repositories and databases).
• Familiarity with Kubernetes for containerized applications.
• Basic scripting skills (e.g., Python, PowerShell, Bash) for automation or data analysis.
• Experience with logging and monitoring tools (e.g., Datadog, Grafana, Groundcover).
• Fluency in additional languages.
• A degree in Computer Science, Engineering, or a related technical field.

Perks & Benefits:

We offer a comprehensive and people-first benefits package to support you at work and in life:

• Comprehensive medical, dental, and vision coverage with plans to fit you and your family
• Flexible PTO 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 help you plan for the future
• Remote work setup budget to help you create a productive home office
• Monthly wellness and communication stipend to keep you connected and balanced
• In-office meal program and commuter benefits provided for onsite employees