Application Support Engineer — Remote | Customer Success

Neura Market

Northern (KY)

Hybrid

USD 90,000 - 105,000

Full time

14 days+

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Benefits offered by this job

Medical, dental, vision coverage

Remote work setup budget

Paid parental leave

Retirement savings plan

Wellness stipend

Job summary

Cresta is seeking a highly motivated Application Support Engineer to join our Customer Success team. You will investigate, diagnose, and resolve intricate technical issues related to API integrations, databases, servers, microservice performance, web hosting, telephony, and containerized applications, while serving as the primary technical point of contact for customers.

As part of the role you will collaborate with Engineering, Product, and Sales to escalate bugs and feature requests, create

Qualifications

4+ years 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, translating technical details for technical and non-technical audiences.
Proficiency in web hosting technologies, APIs, network architecture, server OS, and log analysis.
Experience with support ticketing systems (Zendesk, Linear, JIRA).
Customer-centric mindset and ability to work independently in a fast-paced environment.

Responsibilities

Investigate, diagnose, and resolve intricate technical issues related to API integrations, databases, servers, microservice performance, web hosting, telephony and network technologies, and containerized applications.
Serve as the primary technical point of contact for customer inquiries via email and the support portal.
Partner with Engineering, Product, and Sales to upscale bugs, feature requests, and critical incidents; ensure timely resolution.
Create and maintain comprehensive documentation, FAQs, and knowledge base articles.
Replicate customer environments to identify root causes and verify solutions.
Develop deep product knowledge and understand architecture, functionality, and use cases.
Identify recurring issues and contribute to process improvements for better support and product quality.
Participate in a rotational on-call schedule for urgent issues outside regular hours.