Application Support Engineer

Lifelenz; Chicago (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

LIFELENZ is seeking a Support Engineer based in the United States to diagnose, resolve, and prevent complex customer issues across our production platform. You will work at the intersection of customer experience, product behavior, and engineering, delivering durable resolutions and proactive improvements.

You will investigate system behavior, analyze logs, and collaborate with Engineering, Product, and Client Success teams to ensure reliable, high-quality support for a global customer base.

Qualifications

• Strong technical troubleshooting skills and ability to reason through complex systems.
• Experience with web-based applications, APIs, and backend systems; read logs and analyze behavior.
• Excellent written communication, able to explain technical issues clearly to varied audiences.
• Ability to manage multiple concurrent issues with attention to detail and follow-through.
• Strong ownership and accountability for customer outcomes.

Responsibilities

• Own the end-to-end resolution of complex customer issues, from triage through root cause analysis and resolution.
• Diagnose issues across application behavior, configuration, integrations, data, and platform workflows using logs, metrics, and system tools.
• Provide timely, accurate, and high-quality written responses to customers that explain what happened and why, for technical and non-technical audiences.
• Meet or exceed SLA commitments for response and resolution while maintaining quality and completeness of work.
• Maintain ticket hygiene with clear documentation of investigation steps and outcomes to ensure continuity.
• Identify recurring issues, product gaps, or operational friction and raise them with Engineering and Product, supported by evidence.
• Collaborate with Software Engineers, Product Managers, and Client Success teams during incident response and post-incident reviews.
• Contribute to knowledge bases with troubleshooting guides and best practices.
• Participate in on-call or escalation rotations to support a global customer base.
• Build deep expertise in the Lifelenz platform, including workflows and data models.

Skills

Troubleshooting

APIs

Logs analysis

Written communication

Ownership

Tools

SQL

PostgreSQL

AWS

Job description

LIFELENZ is a team of mathematicians, engineers, designers, computer scientists, strategists and client success experts based in the U.S., Canada, Australia, and UK building a machine learning-based, advanced analytics workforce and human capital management platform. We have built and maintained over 20+ platforms over a 19-year period. We have won many awards for client delivery and collectively contributed to over 100+ global patents for complex software platforms. In the past 2 years, the business has been funded over $20M USD as we deliver metrics that will unlock our Series B funding in 2026/27, providing us with significant capital to accelerate our growth & expansion across verticals and geographies while further driving our dominance in the US QSR Top Brands market.

Our mission is to create optimized outcomes for both employers and employees.

LIFELENZ is an automated workforce and human capital management platform solving challenges related to onboarding, sales & labour forecasting, scheduling & time clock/keeping, insights & reporting and labour law compliance. It uses machine learning to automatically self-tune and self-manage models to a particular store with hyper-local attributes. The technology approach and analytic methodologies used enable the distribution across large-scale centralized ownership and highly fragmented franchised ownership companies.

Purpose

The Support Engineer at LIFELENZ is responsible for diagnosing, resolving, and preventing complex customer issues across our production platform. This role sits at the intersection of customer experience, product behavior, and engineering.

Support Engineers investigate system behavior, analyze data and logs, identify root causes, and work closely with Engineering, Product, and Client teams to deliver durable resolutions. The role requires strong technical aptitude, excellent written communication, disciplined execution, and deep product mastery.

This is a hands-on role with accountability for customer outcomes, system reliability from the outside-in, and the quality of operational knowledge captured for future use.

Key Responsibilities

• Own the end-to-end resolution of complex customer issues, from triage through root cause analysis and resolution.
• Diagnose issues across application behavior, configuration, integrations, data, and platform workflows using logs, metrics, and system tools.
• Provide timely, accurate, and high-quality written responses to customers that explain both what happened and why, tailored to technical and non-technical audiences.
• Consistently meet or exceed SLA commitments for response and resolution while maintaining quality and completeness of work.
• Maintain excellent ticket hygiene, including clear documentation of investigation steps, findings, decisions, and outcomes to ensure continuity and avoid duplicated effort.
• Identify recurring issues, product gaps, or operational friction and proactively raise them with Engineering and Product partners, supported by evidence and impact analysis.
• Collaborate closely with Software Engineers, Product Managers, and Client Success teams during incident response, escalations, and post-incident reviews.
• Contribute to internal and external knowledge bases by documenting known issues, troubleshooting guides, and best practices.
• Participate in on-call or escalation rotations as required to support a global customer base.
• Continuously build deep expertise in the LIFELENZ platform, including workflows, data models, and real-world customer use cases.

Knowledge, Experience & Qualifications

Required

• Strong technical troubleshooting skills, including the ability to reason through complex systems and ambiguous problem statements.
• Experience working with web-based applications, APIs, and backend systems. Comfort reading logs, interpreting system behavior, and performing structured root cause analysis.
• Excellent written communication skills, with the ability to explain technical issues clearly and concisely.
• Demonstrated ability to manage multiple concurrent issues while maintaining attention to detail and follow-through.
• A strong sense of ownership and accountability for customer outcomes.

Highly Desirable

• Experience supporting workforce management, HR tech, fintech, or compliance-heavy platforms.
• Familiarity with SQL and relational databases (e.g., PostgreSQL) for data investigation and validation.
• Exposure to cloud-based environments (e.g., AWS) and distributed systems.
• Experience collaborating directly with software engineering teams on defects, incidents, and product improvements.
• Background working with enterprise customers in high-availability or SLA-driven environments.

LIFELENZ Values

• Customer Centricity – we start with the customer and work backwards.
• Disruptive Innovation – we challenge assumptions and build better ways forward.
• Take the Hill Teamwork – we collaborate, support each other, and push through challenges together.
• Extreme Ownership – we take accountability for outcomes, not just tasks.
• Simple, Small, Now – we value progress over perfection and focus on what matters most.
• Embrace Ambiguity – we stay adaptable and make confident decisions in uncertain environments.
• Collaborative Autonomy – we trust people to own their work while staying connected as a team.

Why LIFELENZ?

LIFELENZ is building a category-defining platform with a clear vision and global ambition (some things are better experienced than explained). We value people who enjoy solving hard problems, thinking differently, and working collaboratively in an environment that prizes trust, flexibility, and inclusion.

We operate across Adelaide, Chicago, and Washington D.C., with team members based throughout Australia, the US, Canada, and the UK. Our growth is driven by partnerships with some of the world’s largest organisations, giving our team the opportunity to work on complex, high-impact challenges at scale.

If you’re naturally curious, enjoy tackling meaningful problems, and want to contribute to a high-performing, globally distributed team, we’d love to hear from you.

Join us and help shape what’s next.

Positive Circularity Ply Ltd, trading as LIFELENZ (ABN 72 616 301 538)