About the role:
We're looking for a detail-oriented, technically capable Application Support Engineer to serve as the bridge between our customer service team and engineering — the first technical responder when something on our web platform breaks. You'll triage and diagnose end-user issues, resolve what's in scope, and hand off the rest to engineering with clean, well-documented context.
Responsibilities:
- Act as first responder for platform issues raised by customer service, triaging and prioritizing by impact.
- Investigate, reproduce, and diagnose bugs using logs, error messages, and monitoring tools — gathering evidence before acting.
- Query and inspect the MySQL and PostgreSQL databases to verify data integrity, identify anomalies, and validate reported issues without making unauthorized changes.
- Read and interpret application code (JavaScript, TypeScript, Rust, Python, or PHP) to understand the root cause of issues and determine the appropriate resolution path.
- Resolve issues that fall within the defined L1–L1.5 scope independently, including configuration adjustments, data lookups, cache invalidations, or guided workarounds.
- Escalate issues that require code changes, elevated database permissions, infrastructure access, or third-party intervention — with a clear, well-documented handover to the engineering team or relevant vendors.
- Maintain a detailed log of all incidents, including symptoms, steps taken, findings, and outcomes, to contribute to the team's knowledge base and runbook library.
- Communicate clearly and empathetically with the customer service team, providing timely status updates and setting accurate expectations throughout the resolution process.
- Participate in an on-call rotation, providing coverage outside of standard business hours, including nights and weekends when incidents arise.
- Proactively identify recurring issues and surface patterns to the engineering team to drive long-term fixes and platform stability.
Qualifications:
- Prior experience in a technical support, QA, or junior engineering role.
- Prior experience writing runbooks, incident reports, or internal technical documentation.
- Ability to read and understand code written in one or more of the following languages: JavaScript, TypeScript, Rust, Python, or PHP. You do not need to be a developer, but you must be comfortable navigating a codebase to trace an issue.
- Solid working knowledge of MySQL and PostgreSQL — capable of writing and running SELECT queries, reading schema structures, joining tables, and interpreting query results to investigate data-related issues.
- Ability to systematically isolate the source of an issue using logs, error messages, and available tooling, rather than guessing.
- Strong communication skills, both written and verbal, with the ability to explain technical issues to non-technical audiences.
- Disciplined in documentation — every incident should be traceable from the first report to resolution or handover.
- Willingness and ability to be on-call 24/7 on a rotating basis, responding to critical incidents promptly regardless of time.
- Experience with web application monitoring tools such as Sentry, Datadog, New Relic, or similar is a plus.
- Familiarity with RESTful APIs and the ability to test endpoints using Postman or cURL are pluses.
- Basic understanding of cloud infrastructure (AWS, GCP, or Azure) and how web applications are deployed and served is a plus.
