Application Support Engineer | REMOTE

Start Date: ASAP

You'll diagnose and resolve advanced problems, build scalable support infrastructure, and improve customer experience.

• Advanced Technical Problem Solving: Diagnose complex issues on customer calls, debug using tools (Datadog, Databricks, Cursor), triage Engineering escalations with clear reproduction steps and root cause analysis, and troubleshoot API, authentication, and integration failures.
• Knowledge Management & Documentation: Create and maintain high-quality support articles, runbooks, and troubleshooting guides to empower customers and internal teams, improving AI accuracy.
• Product & Experience Improvement: Analyze ticket patterns to recommend UI/UX/product enhancements, partner with Engineering/Product to reduce recurring issues, and advocate for customer-centric fixes.
• Support Infrastructure & Automation: Fine-tune our AI support agent and internal automation workflows, identify process gaps, and build tooling to enhance Engineering throughput. (Last priority)

• 3+ years in a Technical Support Engineer, Solutions Engineer, Escalations Engineer or similar role.
• Strong debugging skills with monitoring platforms (Datadog, Databricks, or similar), ability to read logs/stack traces.
• Expertise in APIs, webhooks, authentication, and integrations.
• Proven experience directly troubleshooting with customers on technical calls.
• Comfortable collaborating with Engineering under pressure.
• Basic knowledge in HTTP and JavaScript

Nice-to-Have:

• Experience with automation tools (Zapier, Make, etc.) or AI/LLM-based support.
• Familiarity with complex SaaS platforms.
• Light scripting experience (Python, TypeScript, or SQL).

• Full time employees
• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja! Are you ready?

If you are interested, you can access your instant interview here: https://alpharun.com/i/ZGF-NHoBSc7NK76tH19M-

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