Application Support Engineer

Summary

Cresta is a company that enhances customer experiences through its AI platform, and they are seeking a motivated Application Support Engineer to join their Customer Success team. The role involves resolving technical issues, advocating for customers, and collaborating with various teams to ensure a smooth customer experience.

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, providing clear, concise, and empathetic communication via email and our support portal
• Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, ensuring timely resolution and feedback
• Create and maintain comprehensive documentation, FAQs, and knowledge base articles to empower both customers and internal teams
• Replicate customer environments and issues to identify root causes and verify solutions
• Develop deep product knowledge, understanding architecture, functionality, and common use cases
• Identify recurring issues and contribute to process enhancements that improve the customer support experience and product quality
• Participate in a rotational on-call schedule for urgent issues outside regular business hours

Skills

• 4+ years of experience 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 skills, capable of translating technical details for both technical and non-technical audiences
• Proficiency in web hosting technologies
• Proficiency in APIs (automation, collaboration, and data extraction/changes through HTTP methods)
• Proficiency in network architecture and components
• Proficiency in server OS and hardware troubleshooting
• Proficiency in application log analysis
• Proficiency in telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP)
• Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA)
• A customer-centric mindset with a genuine desire to deliver excellent service
• Ability to work independently and collaboratively in a fast-paced environment
• Experience managing or integrating SaaS applications or CCaaS platforms (e.g., Avaya, Five9, Genesys) and telephony infrastructure
• Experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS for file repositories and databases)
• Familiarity with Kubernetes for containerized applications
• Basic scripting skills (e.g., Python, PowerShell, Bash) for automation or data analysis
• Experience with logging and monitoring tools (e.g., Datadog, Grafana, Groundcover)
• Fluency in additional languages
• A degree in Computer Science, Engineering, or a related technical field

Qualifications

Must Haves

• 4+ years of experience 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 skills, capable of translating technical details for both technical and non-technical audiences
• Proficiency in web hosting technologies
• Proficiency in APIs (automation, collaboration, and data extraction/changes through HTTP methods)
• Proficiency in network architecture and components
• Proficiency in server OS and hardware troubleshooting
• Proficiency in application log analysis
• Proficiency in telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP)
• Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA)
• A customer-centric mindset with a genuine desire to deliver excellent service
• Ability to work independently and collaboratively in a fast-paced environment

Nice to Haves

• Experience managing or integrating SaaS applications or CCaaS platforms (e.g., Avaya, Five9, Genesys) and telephony infrastructure
• Experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS for file repositories and databases)
• Familiarity with Kubernetes for containerized applications
• Basic scripting skills (e.g., Python, PowerShell, Bash) for automation or data analysis
• Experience with logging and monitoring tools (e.g., Datadog, Grafana, Groundcover)
• Fluency in additional languages
• A degree in Computer Science, Engineering, or a related technical field

Benefits

• Comprehensive medical, dental, and vision coverage with plans to fit you and your family
• Flexible PTO to take the time you need, when you need it
• Paid parental leave for all new parents welcoming a new child
• Retirement savings plan to help you plan for the future
• Remote work setup budget to help you create a productive home office
• Monthly wellness and communication stipend to keep you connected and balanced
• In-office meal program and commuter benefits provided for onsite employees