Application Support Engineer

What you will do

• 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

What we are looking for

• 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
• Able 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

Pay

$100,000 - $150,000 a year

Benefits

Intenseye is proud to be an Equal Opportunity Employer. We are committed to building a diverse, inclusive, and equitable workplace where every team member feels valued and empowered.