Application Support Engineer

Handle inbound customer inquiries via chat and email — answering platform questions, guiding users, and resolving issues end-to-end

Own customer communication throughout the lifecycle of every ticket, providing timely and clear updates.

Join customer calls and meetings as a technical representative and engage confidently with enterprise IT and network teams.

Maintain and contribute to user-facing documentation, help center content, and knowledge base articles.

Troubleshoot and resolve connectivity issues by working directly with customers' IT teams — including remote access sessions, VPN configuration, SSH access, proxy setup, and firewall and network diagnostics.

Support on-premise and cloud/hybrid deployments, handling integration and infrastructure issues that require hands-on network-level investigation.

Investigate platform and integration issues across application, service, and network layers, using available monitoring and observability tools.

Configure and troubleshoot SSO and authentication integrations for enterprise customers.

Escalate complex issues to engineering and product teams with well-documented findings and clear reproduction steps.

Work with engineering, DevOps, and product teams on deeper investigation, bug resolution, and new feature rollouts.

Contribute to improving internal processes, playbooks, and support tooling.

Partner with the Support Manager to develop support territory strategy

3+ years in a technical or application support role, ideally within an Enterprise SaaS environment.

Solid Linux fundamentals — comfortable in the command line, reading logs, and running diagnostic commands.

Strong networking knowledge: TCP/IP, DNS, firewalls, NAT, proxy configurations, and port forwarding.

Hands-on experience with SSH and VPN — setup, tunneling, and troubleshooting.

Comfortable doing L1 customer chat and deep technical investigation on the same day.

Strong written English and a natural ability to explain technical topics to non-technical stakeholders.

Ability to navigate ambiguity 

Excellent oral communication skill with both internal stakeholders and external technical teams

Willingness to travel occasionally for on-site customer visits — you're comfortable getting in front of customers in person when the situation calls for it.