Tech Stack

Description

As an Application Support Engineer, you'll ensure internal employees have a reliable experience across our platforms by resolving issues, spotting recurring problems, and collaborating with Software Engineers and Product Managers to reduce repeat incidents. You'll investigate root causes, communicate with stakeholders, and build documentation to improve support efficiency.

Requirements

• 1+ years of relevant experience in similar roles (Customer Support Engineer, User Support with emphasis on software support).
• Proficiency in troubleshooting and uncovering root causes.
• Comfort with technical concepts and terminology related to software engineering.
• Emotional intelligence to empathize with users during urgent issues.
• Strong time management and prioritization in a fast-paced environment.
• Excellent written communication skills.
• Proficiency in Excel, PowerPoint, and Word.
• Proficiency in SQL is a plus, but not required.

Responsibilities

• Provide active user support to internal employees raising issues related to internal and external facing technology platforms.
• Investigate root causes of issues and troubleshoot immediately or liaise with Engineering Product counterparts to fix difficult bugs.
• Develop and maintain information about features related to your product area to support the wider Application Support team.
• Upskill the wider team about feature launches and known issues.
• Track, synthesize, and report tickets to Engineering Product team to inform feature improvements.