Application Support Engineer

What you'll do

• Troubleshoot and resolve customer-reported issues by analyzing logs and running SQL queries.
• Classify and prioritize support tickets based on severity, urgency, and category to meet SLAs.
• Act as an escalation point for lower-level engineers to assist with complex technical resolutions.
• Create documentation for the knowledge base and develop standard troubleshooting procedures.
• Perform root cause analysis on recurring issues to recommend permanent system fixes.
• Validate application updates and provide support during deployment phases to ensure release readiness.
• Monitor system environments using alerts, logs, and dashboards to identify issues proactively.
• Participate in on-call rotations to manage high-severity incidents outside of standard hours.

What we're looking for

• Candidates must have at least 2 years of experience in a B2B application support role.
• An Associate Degree, Coding/Development Bootcamp Certification, or equivalent practical experience is required.
• Proficiency in SQL and log analysis is required to resolve client issues.
• Knowledge of ITIL or SaaS principles is required.
• Experience troubleshooting application issues in distributed systems is required.
• Strong communication skills and the ability to manage multiple priorities are required.
• Candidates must be eligible to work in the US for full-time employment.