Application Support Engineer

Role overview

An L2/L3 application support role for an AI-powered last-mile delivery orchestration SaaS platform used by leading retailers and logistics providers. The position sits at the intersection of customer-facing communication and deep technical investigation, working across web and mobile product surfaces to keep enterprise delivery operations running smoothly.

Responsibilities

- Handle both customer-facing and deep technical support questions from enterprise customers. - Investigate reported issues using logs, SQL queries, and API calls to find root cause, not just symptoms. - Use observability tooling to monitor system health, catch issues proactively, and speed up incident investigation. - Apply AI-assisted tooling to accelerate log analysis, pattern-match recurring issues, and surface likely root causes before manual digging. - Manage a queue of competing priorities, escalating the right issues to R&D with clear, actionable bug reports. - Own production incidents end to end, including communicating status to internal and external stakeholders. - Validate fixes through functional testing before they return to customers. - Contribute to a shared knowledge base, using AI tools to identify gaps and keep documentation current.

Requirements

- 2+ years of L2 or L3 technical or application support experience. - Intermediate-level proficiency with SQL. - Proven track record working with REST APIs. - Strong hands-on experience with at least one modern observability platform (for example OpenSearch, Kibana, Grafana, or Splunk), including log analysis, monitoring, incident investigation, and proactive detection of system issues. - High level of English with strong written and oral communication skills. - Willingness to work shifts, including night shifts (00:00-08:00) during business days, plus day and night weekend shifts.

Nice to have

- Experience providing technical and application support for web and mobile platforms. - BS degree in Computer Science or a related technical field. - Customer-facing experience in operationally critical environments under high pressure.

Benefits and work setup

- Flexible hybrid work from home or office. - $500 home office equipment allowance, $100 monthly meal allowance, and $100 monthly wellness or sports budget. - Health insurance provided after the trial period. - Support team members receive 2 extra days off per year that can be taken at a flexible time. - Birthday vacation day, 2 extra vacation days plus a $250 gift on marriage, and 20 days non-birth parental leave.