Application Support Engineer III

Are you tired of not being challenged, not having a voice, or having to work with outdated technologies? Do you want to be a direct contributor in a company that is an innovation leader and has the awards to prove it? Drive Centric is the premier customer relationship management (CRM) and AI marketing company that connects automotive dealerships to customers in innovative, award‑winning ways.

We're seeking a skilled Application Support Engineer III to join our Application Support team. What defines success in this role? Extreme ownership, relentless problem‑solving, a positive, customer‑focused attitude, calm under pressure, strong technical and business judgment, a diverse set of skills and experiences, a commitment to excellence, and the ability to handle complex challenges independently.

• Serve as a technical contributor to the "Protector of Production" mission of the App Operations engineering department, handling complex escalations and driving technical solutions.
• Function as tier 2 engineering support—the primary technical escalation point from customer support—handling a wide spectrum of application and data issues that require deep product knowledge and technical expertise to diagnose and resolve.
• Embody the unique intersection of full‑stack engineering capability and customer support excellence—using technical depth to solve complex problems while maintaining the urgency, communication skills, and customer empathy that define world‑class support.
• Participate in the Application Support on‑call rotation, serving as the primary technical escalation point for customers after hours, with the ability to engage tier 3 engineering support for critical/complex issues.
• Conduct thorough investigation and root‑cause analysis of escalated customer support tickets, document findings comprehensively, and identify patterns to recommend systematic improvements.
• Manage escalation and handoff of non‑standard issues to tier 3 engineering support, providing context, comprehensive documentation, and customer impact.
• Develop deep product expertise across both user workflows and technical architecture to serve a product knowledge resource for the engineering department.
• Serve as product expertise resource during priority (Px) incidents, partnering with Site Reliability to verify functionality, assess customer impact, and coordinate recovery and customer communication efforts during bridge calls.
• Identify common patterns and develop self‑service tools for Customer Success Managers to resolve issues independently.

• 3+ years of combined experience in full‑stack software engineering and technical customer support, with proven ability to leverage engineering skills to solve complex customer escalations.
• Previous technical support, help desk, or customer‑facing role experience.
• Demonstrate working knowledge and intermediate proficiency with several of the following technologies: AWS, C# .NET, APIs, SQL databases, Angular, Type Script, JavaScript, and HTML.
• Ability to read code, perform basic debugging, and understand system architecture.
• Customer service mindset with patience, empathy, and genuine concern while working through complex technical issues.
• Experience in analyzing and troubleshooting web application performance issues.
• A data‑driven approach to problem‑solving and communications.
• Ability to balance urgency with sound decision‑making when addressing critical issues, whether service incidents, application defects, or data integrity problems.
• Exceptional communication skills to collaborate effectively with both technical and business stakeholders.
• A strong sense of ownership and pride in delivering an exceptional application experience as a competitive advantage.

• Experience with automated monitoring and alerting systems (e.g., Elastic APM, Kibana, Grafana).
• Experience with event‑driven architectures (e.g., Kafka, etc.).
• Experience with enterprise ticketing systems (e.g., Jira Service Management, Zendesk, Service Now).
• Experience with API testing tools (e.g., Postman, Insomnia) for troubleshooting integrations.
• Experience with the automotive industry or SaaS CRM platforms.

• Competitive salary + bonus + annual merit increases.
• Health, vision, and dental insurance (eligible on day 1).
• 401(k) with matching up to 4 % (eligible after 90 days).
• 9 company holidays + 15 FTO days in first year.
• Pluralsight subscription.
• Professional growth opportunities.

Equal Opportunity Statement:
Drive Centric is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics. All qualified applicants are encouraged to apply.

• Mid‑Senior level

• Full‑time

• Information Technology

• Software Development

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