Application Support Engineer

The Role:

The Application Support Engineer will be responsible for maintaining and supporting applications built on the our Platform, acting as the first line of technical support for customers when issues arise. This is a customer-facing role that requires strong problem-solving skills, technical understanding of the platform, and the ability to troubleshoot and resolve issues quickly.

While the primary focus is on application support and maintenance, you will also need to understand the fundamentals of building applications on the Platform. Some development work may be required for bug fixes, enhancements, and optimizations, but the majority of your role will involve diagnosing problems, implementing solutions, and ensuring application stability for applications in production.

Responsibilities:

• Application Support & Maintenance

  • Issue Resolution: Act as the primary point of contact for customers experiencing technical issues, diagnosing and resolving problems promptly.
  • Troubleshooting: Investigate application errors, performance issues, and configuration problems, providing effective solutions.
  • Maintenance: Ensure applications remain stable, secure, and up-to-date with platform standards.
  • Bug Fixes & Enhancements: Perform minor development work to fix bugs or implement small improvements when required.

• Customer Engagement

  • Customer Liaison: Communicate clearly and professionally with customers during issue resolution, ensuring transparency and trust.
  • Technical Guidance: Help customers understand platform capabilities and best practices for maintaining their applications.

• Collaboration & Continuous Improvement

  • Team Coordination: Work closely with Solutions Development, Product, and Support teams to escalate complex issues and implement fixes.
  • Knowledge Sharing: Document solutions, create support guides, and contribute to internal knowledge bases.
  • Process Improvement: Suggest improvements to support workflows and tools for better efficiency and customer experience.

Requirements:

• Technical Understanding: Ability to learn and understand the Platform architecture and application development concepts.

• Problem-Solving Skills: Strong analytical skills to diagnose and resolve technical issues effectively.

• Customer-Facing Skills: Excellent communication skills for engaging with customers during troubleshooting and support.

• Development Capability: Basic hands-on development experience (web applications, workflows, integrations, or low/no-code platforms preferred).

• Collaboration: Ability to work cross-functionally with technical and non-technical teams.

• Experience with enterprise SaaS platforms, workflow automation, or composable/low- code solutions is a plus.

• Previous experience in application support or technical support roles within a technology company is highly desirable.