Application Support Engineer Jobs

Application Support Engineer

Cresta

Location:
United States

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

90000.00 - 160000.00 USD / Year

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Job Description:

We are seeking a highly motivated and technically proficient Application Support Engineer to join our growing Customer Success team. This role is ideal for individuals who enjoy solving complex technical challenges, assisting customers, and serving as a crucial link between our customers and product development. You will be instrumental in ensuring a smooth and successful customer experience by transforming complex issues into clear, actionable solutions.

Job Responsibility:

Technical Issue Resolution: Investigate, diagnose, and resolve intricate technical issues related to API integrations, databases, servers, microservice performance, web hosting, telephony and network technologies, and containerized applications
Customer Advocacy: Serve as the primary technical point of contact for customer inquiries, providing clear, concise, and empathetic communication via email and our support portal
Collaboration & Escalation: Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, ensuring timely resolution and feedback
Knowledge Management: Create and maintain comprehensive documentation, FAQs, and knowledge base articles to empower both customers and internal teams
Issue Reproduction & Testing: Replicate customer environments and issues to identify root causes and verify solutions
Product Expertise: Develop deep product knowledge, understanding architecture, functionality, and common use cases
Process Improvement: Identify recurring issues and contribute to process enhancements that improve the customer support experience and product quality
On-Call Support: Participate in a rotational on-call schedule for urgent issues outside regular business hours

Requirements:

4+ years of experience in a technical support, helpdesk, or customer-facing engineering role
Strong problem-solving and analytical skills, with the ability to deconstruct complex issues
Excellent written and verbal communication skills, capable of translating technical details for both technical and non-technical audiences
Proficiency in: Web hosting technologies
APIs (automation, collaboration, and data extraction/changes through HTTP methods)
Network architecture and components
Server OS and hardware troubleshooting
Application log analysis
Telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP)
Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA)
A customer-centric mindset with a genuine desire to deliver excellent service
Ability to work independently and collaboratively in a fast-paced environment

Nice to have:

Experience managing or integrating SaaS applications or CCaaS platforms (e.g., Avaya, Five9, Genesys) and telephony infrastructure
Experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS for file repositories and databases)
Familiarity with Kubernetes for containerized applications
Basic scripting skills (e.g., Python, PowerShell, Bash) for automation or data analysis
Experience with logging and monitoring tools (e.g., Datadog, Grafana, Groundcover)
Fluency in additional languages
A degree in Computer Science, Engineering, or a related technical field

What we offer:

Comprehensive medical, dental, and vision coverage with plans to fit you and your family
Flexible PTO to take the time you need, when you need it
Paid parental leave for all new parents welcoming a new child
Retirement savings plan to help you plan for the future
Remote work setup budget to help you create a productive home office
Monthly wellness and communication stipend to keep you connected and balanced
In-office meal program and commuter benefits provided for onsite employees

Additional Information:

Job Posted:
December 07, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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