Application Support Engineer

Resolve complex customer issues escalated from Level 1 Support, applying technical expertise and product knowledge to deliver effective solutions within agreed service levels.

Investigate and troubleshoot application, system, and integration issues, conducting root cause analysis and collaborating with Engineering teams to implement long-term fixes.

Monitor live applications, dashboards, and system alerts to proactively identify, diagnose, and resolve issues before they impact customers.

Support and maintain integrations across platforms including Salesforce, Pendo, Vonage, GoCardless, Stripe, and other business-critical systems to ensure service continuity and data integrity.

Create and maintain support documentation, troubleshooting guides, and operational playbooks to improve knowledge sharing and reduce recurring incidents.

Support release readiness activities, knowledge transfer initiatives, and continuous improvement projects to enhance customer experience, operational efficiency, and system reliability.

A minimum of 3 years' experience in Application Support, Technical Support, Software Development, or a similar technical role, including experience supporting SaaS or web-based applications.

Strong analytical and troubleshooting skills, with proven experience investigating complex technical issues and identifying root causes.

Working knowledge of C#, MVC, ASP.NET Web Forms, SQL, JavaScript, jQuery, HTML, and CSS, alongside a solid understanding of full-stack application architecture.

Experience working in Agile/Scrum environments, with the ability to collaborate effectively across Product, Engineering, Customer Success, and Operations teams.

Proven ability to manage multiple priorities, meet SLAs, and maintain high standards of quality and accuracy in a fast-paced environment.