Senior Application Support Engineer

We're partnering with a growing software company seeking a Senior Application Support Engineer to join their customer-facing team. This is a Tier 2 application support role focused on troubleshooting complex issues within a cloud-based business platform, partnering directly with customers, and collaborating closely with Product and Engineering teams to drive resolution.

This is not desktop support, internal IT, or a call‑center environment.

• 4+ years of experience in SaaS application support, technical support, product support, implementation support, application support, or a related customer-facing technical role
• Experience operating in a Tier 2, Tier 3, escalation support, Senior Support Engineer, or Technical Support Engineer capacity, handling complex customer issues from investigation through resolution
• Strong troubleshooting and problem-solving skills with the ability to identify root causes, navigate ambiguity, and drive issues to resolution across multiple systems and teams
• Excellent customer service, communication, and relationship-building skills with a customer-first mindset and the ability to work effectively with both technical and non-technical stakeholders
• Advanced SQL skills, including the ability to write complex queries, validate data, analyze relationships between tables, investigate application behavior, and perform data troubleshooting
• Experience troubleshooting web-based SaaS applications, including workflows, configurations, permissions, reporting, integrations, and system behavior
• Solid understanding of REST APIs and web services, including the ability to test endpoints, analyze requests and responses, and troubleshoot API-related issues
• Experience supporting third-party integrations and understanding how data flows between SaaS platforms, external vendors, and connected systems
• Strong written communication skills with the ability to provide clear, concise, and actionable updates to customers, stakeholders, and internal teams
• Sound judgment regarding issue prioritization, escalation paths, and when to engage Product, Engineering, or other cross‑functional teams
• Experience using observability and monitoring tools such as Splunk, New Relic, Datadog, App Dynamics, or similar platforms
• Familiarity with AI‑enabled tools used for research, analysis, documentation, workflow improvement, troubleshooting, or productivity enhancements.

• Experience writing scripts or automation using Python, Shell, Bash, Power Shell, or similar languages
• Experience working in cloud-based SaaS environments and supporting enterprise B2B software platform
• Exposure to modern software development practices, application monitoring, and cross‑functional collaboration with Engineering, Product, QA, and Customer Success team