Application Support Engineer

Role overview Provide advanced technical support for enterprise customers using software and integrated services. As a Tier 3 escalation point, you will investigate complex configuration, service, and integration problems, coordinate with customers and internal technical teams, and help resolve defects or operational issues.

Responsibilities - Work with customers remotely to configure applications and troubleshoot service or integration issues. - Analyze product behavior, customer configurations, and logs to identify causes and recommend resolutions. - Qualify reported defects, assess their impact, and route them to the appropriate team or manage them through resolution. - Reproduce customer issues with internal tools and engineering teams, and help develop fixes where possible. - Report operational incidents, maintenance problems, and product bugs to engineering. - Coordinate communication among customers, support, engineering, and product management.

Requirements - At least 4 years supporting enterprise customers in a technical support role. - Working knowledge of MySQL and APIs, with experience using tools such as OCI, Amplitude, Grafana, or similar for debugging. - Familiarity with network infrastructure and protocols such as SIP, HTTP/HTTPS, SSH, UDP, and TCP. - Understanding of computer and mobile operating systems, including Windows, macOS, iOS, or Android. - Strong written and verbal communication, organization, and prioritization skills; able to manage competing demands. - Technical degree, relevant certifications, or comparable experience; experience using AI-enabled tools to improve work is also requested.

Nice to have - Exposure to web programming languages such as PHP, JavaScript, Node.js, or Python. - Knowledge of enterprise communications products and platforms.