Application Support Engineer (US)

About the role

Our North American customer base is growing, and we're expanding our US Support team to include an Application Support Engineer. This role supports our enterprise customers across the United States during US business hours.

• Investigate and troubleshoot complex customer issues, analyzing logs, data, and product behavior to identify root causes.
• Act as the technical owner of support cases, driving incidents through to resolution and coordinating with Engineering when code changes are required.
• Create high-quality Jira tickets that provide engineers with the information they need to resolve issues quickly.
• Resolve customer issues directly whenever a technical fix, configuration change, or workaround can be applied without development work.
• Prioritize and manage support work across customer impact, business priorities, and operational risk.
• Become a recognized product expert, supporting customers and colleagues with deep product and technical knowledge.
• Build strong relationships with customer stakeholders through regular meetings and ongoing collaboration.
• Sort major customer milestones, including go-lives, white glove activities, and occasional on-site visits.
• Manage customer software releases and help ensure deployments are delivered smoothly and successfully.
• Use trends from customer issues and bug reports to help improve product quality, testing, and operational processes.
• Work closely with Product and Engineering teams, ensuring customer feedback helps shape future improvements.
• Create and maintain knowledge articles, guides, videos, and other self-service content that enables customers to succeed.
• Continuously identify opportunities to improve how we work through automation, AI, and process improvements.

Responsibilities

• Investigate and troubleshoot complex customer issues, analyzing logs, data, and product behavior to identify root causes.
• Act as the technical owner of support cases, driving incidents through to resolution and coordinating with Engineering when code changes are required.
• Create high-quality Jira tickets that provide engineers with the information they need to resolve issues quickly.
• Resolve customer issues directly whenever a technical fix, configuration change, or workaround can be applied without development work.
• Prioritize and manage support work across customer impact, business priorities, and operational risk.
• Become a recognized product expert, supporting customers and colleagues with deep product and technical knowledge.
• Build strong relationships with customer stakeholders through regular meetings and ongoing collaboration.
• Sort major customer milestones, including go-lives, white glove activities, and occasional on-site visits.
• Manage customer software releases and help ensure deployments are delivered smoothly and successfully.
• Use trends from customer issues and bug reports to help improve product quality, testing, and operational processes.
• Work closely with Product and Engineering teams, ensuring customer feedback helps shape future improvements.
• Create and maintain knowledge articles, guides, videos, and other self-service content that enables customers to succeed.
• Continuously identify opportunities to improve how we work through automation, AI, and process improvements.

Requirements

• You've worked primarily in L3 Application Support, Technical Support, or Product Support role supporting external customers.
• You are comfortable investigating complex issues independently and can confidently communicate technical concepts to non-technical audiences.
• You've worked in an enterprise software environment and understand the importance of building long-term customer relationships.
• You enjoy taking ownership and seeing problems through to completion rather than simply passing them on.
• You're a self-starter who thrives when trusted to work independently and make decisions.
• You're naturally curious and enjoy understanding how systems work beneath the surface.
• You have strong problem-solving skills and can take a structured, analytical approach to troubleshooting.
• You communicate effectively with everyone from end users to software engineers and senior stakeholders.
• You're comfortable challenging assumptions, raising risks, and escalating concerns when necessary.
• You have practical SQL experience and are comfortable writing and running queries.
• You have experience with scripting or programming concepts, including JavaScript.
• You have an interest in AI and emerging technologies and how they can improve customer outcomes, team efficiency, and product experiences.
• Experience with Microsoft Azure or another cloud platform is advantageous.
• Bonus points if you have Experience supporting SaaS or enterprise business applications (such as WorkDay, Star, SAP etc.).
• Experience working with APIs, integrations, or data pipelines.
• Familiarity with technologies such as .NET, JSON, JavaScript, or Vue.
• Experience working with Azure Data Factory or similar integration technologies.
• An understanding of how large professional services organisations operate.
• Experience managing customer-facing software releases or deployment activities.
• Experience working within a geographically distributed team across multiple time zones.
• Experience using AI tools to improve workflows, troubleshooting, knowledge management, or customer support processes.

Qualifications

• You have a degree in Computer Science, Information Systems, or a related field.
• You have 3+ years of experience in a technical support or product support role.
• You have a strong foundation in SQL and experience with scripting or programming concepts.
• You have experience working with enterprise software and have a deep understanding of customer needs.
• You have excellent communication and interpersonal skills, both written and verbal.
• You have a passion for technology and a desire to continuously learn and improve.
• You are comfortable working independently and have a track record of delivering results.

Skills

• Practical SQL experience and ability to write and run queries.
• Experience with scripting or programming concepts, including JavaScript.
• Understanding of AI and emerging technologies and how they can improve customer outcomes, team efficiency, and product experiences.
• Experience with Microsoft Azure or another cloud platform.
• Experience working with APIs, integrations, or data pipelines.
• Familiarity with technologies such as .NET, JSON, JavaScript, or Vue.
• Experience working with Azure Data Factory or similar integration technologies.
• Experience managing customer-facing software releases or deployment activities.
• Experience working within a geographically distributed team across multiple time zones.
• Experience using AI tools to improve workflows, troubleshooting, knowledge management, or customer support processes.

Benefits

• 31 days' vacation per year, including public holidays, and increasing by 1 day each year to a maximum of 38 days.
• Paid four-week sabbatical in your fifth anniversary year on top of your holiday entitlement.
• Comprehensive medical, dental, and vision benefits.
• Disability and life insurance.
• 401k with employer matching.
• At least $1,400 per year to spend on professional and personal development.
• Regular All Hands meeting for inspiration and over-communication.
• Monthly team events (sometimes in-person, sometimes virtual).
• Volunteering time - up to 20 hours a year to participate in volunteer work.
• Genuinely nice, smart people to work with, who are excited about growing our company.
• Working Details: Full-time role (37.5 hours per week), working 09AM - 5.30PM (CT) from Monday to Friday. Looking for someone to join the team remotely in/around Austin or San Antonio, Texas, to support customers across the United States, and to facilitate occasional in-person collaboration with others within the US team.

Pay

$100,000 - $120,000 annually, depending on experience and qualifications.

Schedule

This is a full-time role (37.5 hours per week), working 09AM - 5.30PM (CT) from Monday to Friday.

Contact

To apply, please submit your resume and cover letter by 5PM CT, Friday 18 September. Please note the successful candidate for this role will be subject to background checks and will have an opportunity to declare anything to us beforehand.