Description
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.
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.
Requirements
- 2-4 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). + Application log analysis. + 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.