Application Support Engineer; Remote Position - San Francisco, CA

We are looking for an Application Support Engineer to deliver dependable technical support for enterprise customers in San Francisco, California. This contract position is ideal for someone who enjoys solving complex application issues, partnering with cross‑functional teams, and creating a strong customer support experience. The role focuses on diagnosing software, hardware, and mobile application challenges while ensuring timely communication, clear documentation, and effective issue resolution.

This is a contract opportunity and requires 3 days a week on site.

• Deliver tiered application support across a range of enterprise customer issues, handling incidents from initial intake through resolution.
• Investigate technical problems involving software, hardware, mobile applications, and connected devices to determine root causes and next steps.
• Use internal support utilities, diagnostic platforms, and automation tools to identify issues and restore service efficiently.
• Evaluate incoming cases, set priorities, and route complex or unresolved problems to the appropriate engineering partners.
• Keep customers informed with clear, timely updates on progress, expected timelines, and final outcomes.
• Maintain accurate case records by documenting troubleshooting activities, findings, and corrective actions taken.
• Recognize patterns in repeat incidents and propose practical improvements to support workflows, product stability, or customer guidance.
• Work closely with Product and Engineering teams to share issue trends, validate fixes, and improve the overall support process.

• 3-7+ years of experience supporting SaaS platforms or enterprise applications in a customer‑facing environment.
• Hands‑on experience with ticketing or case management systems such as Jira, Zendesk, Service Now, Spin, or similar platforms.
• Strong verbal and written communication skills with the ability to explain technical issues clearly to external customers.
• Demonstrated ability to troubleshoot mobile applications, connected devices, and broader application‑related incidents.
• Experience reviewing logs, analyzing system behavior, and partnering directly with engineering teams to resolve technical problems for SAAS application in a manufacturing environment.
• Working knowledge of application administration, end‑user support, and general computer hardware troubleshooting.
• Comfortable operating in a fast‑paced startup or early‑stage technology environment.