Senior Application Support Engineer; Sherlock Queue

Senior Application Support Engineer

We are looking for a senior application support engineer who is customer‑facing, Tier 2, and can own escalated customer issues, investigate complex application behavior, identify root causes, and communicate clearly with customers. This role supports a SaaS fleet‑management platform and collaborates with Product and Engineering teams.

• Own escalated customer issues from investigation through resolution.
• Troubleshoot complex SaaS application behavior involving workflows, configuration, permissions, reporting, integrations, data, and environment‑specific issues.
• Use SQL to investigate application data, validate assumptions, find patterns, and explain what is actually happening.
• Read logs, error messages, browser network activity, API responses, and system clues to narrow down root cause.
• Reproduce customer issues and determine whether the problem is user workflow, configuration, data, integration, environment, or product defect.
• Communicate clearly with customers throughout the process, especially when the answer is not obvious yet.
• Escalate to Product or Engineering with complete, organized, actionable information.
• Write excellent internal notes, customer‑facing explanations, troubleshooting guides, and knowledge‑base content.
• Use AI‑enabled tools to summarize ticket history, improve documentation, research faster, organize evidence, draft clearer communications, and build repeatable support workflows.
• Identify recurring issue patterns and recommend improvements to product, documentation, tooling, training, or process.
• Help raise the technical bar for the broader support team.

• Escalated customer issues are investigated thoroughly, communicated clearly, and driven to resolution.
• Customers feel heard, informed, and confident that the issue is being worked on.
• Tier 1 Support has a stronger escalation partner, better documentation, and clearer troubleshooting paths.
• Engineering receives well‑researched, well‑documented escalations instead of vague reports or incomplete tickets.
• Recurring issues turn into better documentation, better support workflows, better product feedback, or better tooling.
• SQL, logs, APIs, browser tools, and AI‑enabled tools are used consistently to bring clarity to complex problems.
• The support organization gets smarter over time because your work leaves behind better notes, patterns, and processes.

• 4+ years of experience in SaaS application support, technical support, product support, implementation support, or application support.
• Experience working in a Tier 2, Tier 3, escalation, senior support, or technical support engineer capacity.
• Strong SQL troubleshooting skills, including the ability to query data, validate assumptions, understand relationships between tables, and investigate data‑driven application behavior.
• Experience troubleshooting customer‑facing software issues involving workflows, configuration, permissions, reporting, integrations, or system behavior.
• Ability to read logs, error messages, API responses, browser network activity, and other technical clues to narrow down root cause.
• Strong written communication. Clear, structured, no fluff.
• Comfort working directly with customers on complex issues.
• Sound judgment about when to keep digging, when to escalated, and how to bring the right information to the right team.
• Familiarity with AI‑enabled tools used for research, writing, summarization, analysis, workflow improvement, or productivity.

• Experience supporting vertical SaaS or B2B software with a non‑technical or operations‑heavy customer base.
• Experience with REST API troubleshooting using Postman, Swagger, or similar.
• Experience using Chrome Dev Tools, especially network requests and console errors.
• Experience with log analysis tools such as New Relic, Cloud Watch, or similar.
• Experience with scripting or automation using Power Shell, JavaScript, Python, or similar.
• Experience with reporting tools such as Crystal Reports, SSRS, Power BI, or similar.
• Experience supporting hybrid SaaS and on‑prem customer environments.
• Familiarity with Windows Server or customer‑hosted…