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New York, New York, United States
Hybrid
As an Application Support Engineer, you will cover the full support spectrum: fielding inbound customer questions directly via chat and email (L1), conducting hands-on technical investigations into connectivity, integration, and platform issues (L2), and working alongside engineering when issues require deep infrastructure-level diagnosis (L3). You're the person who gets things done in a high-paced, unstructured environment.
You'll work closely with enterprise customers' IT and network teams, join customer calls without hesitation, and partner with engineering, DevOps, and product to see every issue through resolution. This role is based in New York and reports to the Director of Support.
This position requires three days at our NYC Office.
Customer support & relationship management
Handle inbound customer inquiries via chat and email — answering platform questions, guiding users, and resolving issues end-to-end
Own customer communication throughout the lifecycle of every ticket, providing timely and clear updates.
Join customer calls and meetings as a technical representative and engage confidently with enterprise IT and network teams.
Maintain and contribute to user-facing documentation, help center content, and knowledge base articles.
Technical investigation & infrastructure support
Troubleshoot and resolve connectivity issues by working directly with customers' IT teams — including remote access sessions, VPN configuration, SSH access, proxy setup, and firewall and network diagnostics.
Support on-premise and cloud/hybrid deployments, handling integration and infrastructure issues that require hands-on network-level investigation.
Investigate platform and integration issues across application, service, and network layers, using available monitoring and observability tools.
Configure and troubleshoot SSO and authentication integrations for enterprise customers.
Cross-functional collaboration
Escalate complex issues to engineering and product teams with well-documented findings and clear reproduction steps.
Work with engineering, DevOps, and product teams on deeper investigation, bug resolution, and new feature rollouts.
Contribute to improving internal processes, playbooks, and support tooling.
Partner with the Support Manager to develop support territory strategy
3+ years in a technical or application support role, ideally within an Enterprise SaaS environment.
Solid Linux fundamentals — comfortable in the command line, reading logs, and running diagnostic commands.
Strong networking knowledge: TCP/IP, DNS, firewalls, NAT, proxy configurations, and port forwarding.
Hands-on experience with SSH and VPN — setup, tunneling, and troubleshooting.
Comfortable doing L1 customer chat and deep technical investigation on the same day.
Strong written English and a natural ability to explain technical topics to non-technical stakeholders.
Ability to navigate ambiguity
Excellent oral communication skill with both internal stakeholders and external technical teams
Willingness to travel occasionally for on-site customer visits — you're comfortable getting in front of customers in person when the situation calls for it.