Application Support Engineer (Remote)

About the role

We are looking for an Application Support Engineer who thrives on solving ambiguous, high‑complexity tickets. You will work remotely, using AI‑enhanced tools to diagnose and resolve issues that go beyond scripted responses, ensuring customers receive accurate and timely solutions.

Key responsibilities

• Investigate and resolve escalated tickets by reproducing failures, analyzing logs, and examining API behavior and JSON payloads.
• Leverage AI tools to assist troubleshooting while validating every output against documentation and real evidence.
• Maintain ownership of incidents from initial contact through resolution or appropriate escalation.
• Communicate clearly with customers to defuse tense situations and provide concise, evidence‑based updates.
• Collaborate across internal Slack channels, knowledge bases, and configuration repositories to gather necessary information.

Required profile

• Comfortable working independently and unblocking yourself without heavy manager reliance.
• Enjoys tackling unclear situations, misconfigured systems, and conflicting evidence.
• Can quickly become proficient on multiple products within a short onboarding period.
• Strong judgment under uncertainty and ability to stay focused on delivering the correct answer.

Required skills

• REST APIs
• JSON
• HTTP status codes (e.g., 401, 404, 429)
• Command‑line proficiency
• Log analysis

What we offer

• Fully remote work arrangement
• Competitive salary of $60,000 per year USD