Senior Application Support Engineer; Sherlock Queue

Description

Do you live for the moment when a messy customer issue finally clicks into place? Do you find yourself digging through logs, database records, API responses, screenshots, and ticket history because “it should work” is not a good enough answer? Do you like being the person others call when the issue is too weird, too technical, or too important to punt?

Do you already use AI-enabled tools every day to move faster, think sharper, summarize chaos, improve documentation, and build better workflows? Not because it is trendy, but because it makes you better at your job?

If so, keep reading.

RTA is looking for a Senior Application Support Engineer
. This is a customer-facing, Tier 2 application support role for our SaaS fleet management platform. You will own escalated customer issues, investigate complex application behavior, identify root causes, communicate clearly with customers, and partner with Product and Engineering when deeper analysis or product changes are needed.

This is not desktop support. This is not internal IT. This is not a Tier 1 call‑center role. This is not a junior developer role hiding under a support title.

This is application support for someone who likes solving mysteries, understands how real customers use real software, and is willing to do whatever it takes to help the customer and the team succeed.

We do not do silos. Support, Product, Engineering, QA, Dev Ops, Customer Success, and Implementation all have to work together to deliver great outcomes for our clients. You will be right in the middle of that, bringing clarity when issues are confusing, urgency when customers need help, and better information when Engineering needs to get involved.

A note up front: we care more about aptitude than checked boxes. If you do not hit every single item below but you have the wiring to learn fast, dig deep, communicate clearly, and use AI-enabled tools as part of your everyday work, apply anyway. The learning curve here is real, but so is the opportunity to make an impact.

• Feels at home being a member of a healthy team. This means they are not afraid to mix it up, be held accountable by the team, and hold others accountable as well.
• Passionately cares about our clients and helping them be more successful. Our clients are fleet managers, parts clerks, automotive technicians, and operations leaders who maintain everything from squad cars to school buses so that everyone comes home safely at the end of the day.
• Thinks of themselves less, while not thinking less of themselves. They are other‑centric, compassionate, and self‑assured.
• Is willing to lift boxes, clean floors, and hold doors if that is what it takes to get something done, because no job is beneath them.
• Takes ownership and initiative. They do not wait to be told what to do. They own their role and how to make it better.
• Loves to read, learn, grow, and stretch themselves.
• Is AI tooling‑first. They use modern AI‑enabled tools as part of their normal workflow and have strong opinions about where those tools help, where they fall short, and how to use them responsibly. We will ask.

• Owns escalated customer issues from investigation through resolution, without simply tossing hard problems over the wall.
• Troubleshoots complex SaaS application behavior involving workflows, configuration, permissions, reporting, integrations, data, and environment‑specific issues.
• Uses SQL to investigate application data, validate assumptions, find patterns, and explain what is actually happening.
• Reads logs, error messages, browser network activity, API responses, and system clues to narrow down root cause.
• Reproduces customer issues and determines whether the problem is user workflow, configuration, data, integration, environment, or product defect.
• Communicates clearly with customers throughout the process, especially when the answer is not obvious yet.
• Escalates to Product or Engineering with complete, organized, actionable information.
• Writes excellent internal notes, customer‑facing explanations, troubleshooting guides, and knowledge base content.
• Uses AI‑enabled…