Senior Application Support Engineer (Sherlock of the Support Queue)

About the role

This is a customer-facing, Tier 2 application support role for our SaaS fleet management platform. You will own escalated customer issues, investigate complex application behavior, identify root causes, communicate clearly with customers, and partner with Product and Engineering when deeper analysis or product changes are needed.

Responsibilities

• Own escalated customer issues from investigation through resolution, without simply tossing hard problems over the wall.
• Troubleshoot complex SaaS application behavior involving workflows, configuration, permissions, reporting, integrations, data, and environment-specific issues.
• Use SQL to investigate application data, validate assumptions, find patterns, and explain what is actually happening.
• Read logs, error messages, browser network activity, API responses, and system clues to narrow down root cause.
• Reproduce customer issues and determine whether the problem is user workflow, configuration, data, integration, environment, or product defect.
• Communicate clearly with customers throughout the process, especially when the answer is not obvious yet.
• Escalate to Product or Engineering with complete, organized, actionable information.
• Write excellent internal notes, customer-facing explanations, troubleshooting guides, and knowledge base content.
• Use AI-enabled tools to summarize ticket history, improve documentation, research faster, organize evidence, draft clearer communications, and build repeatable support workflows.
• Identify recurring issue patterns and recommend improvements to product, documentation, tooling, training, or process.
• Help raise the technical bar for the broader support team.

Requirements

4+ years of experience in some combination of SaaS application support, technical support, product support, implementation support, or application support.

Experience working in a Tier 2, Tier 3, escalation, senior support, or technical support engineer capacity.

Strong SQL troubleshooting skills, including the ability to query data, validate assumptions, understand relationships between tables, and investigate data-driven application behavior.

Experience troubleshooting customer-facing software issues involving workflows, configuration, permissions, reporting, integrations, or system behavior.

Ability to read logs, error messages, API responses, browser network activity, and other technical clues to narrow down root cause.

Strong written communication. Clear, structured, no fluff.

Sound judgment about when to keep digging, when to escalate, and how to bring the right information to the right team.

Familiarity with AI-enabled tools used for research, writing, summarization, analysis, workflow improvement, or productivity.

Qualifications

• Experience supporting vertical SaaS or B2B software with a non-technical or operations-heavy customer base.
• Experience with REST API troubleshooting using tools like Postman, Swagger, or similar.
• Experience using Chrome DevTools, especially network requests and console errors.
• Experience with log analysis tools such as New Relic, CloudWatch, or similar.
• Experience with scripting or automation using PowerShell, JavaScript, Python, or similar.
• Experience with reporting tools such as Crystal Reports, SSRS, Power BI, or similar.
• Experience supporting hybrid SaaS and on-prem customer environments.
• Familiarity with Windows Server or customer-hosted application environments.
• Experience supporting fleet, maintenance, transportation, logistics, ERP, CMMS, accounting, dispatch, or other workflow-heavy business software.
• Experience working closely with software engineers or product managers on bugs, defects, product improvements, or supportability issues.
• Built support automations, internal troubleshooting tools, ticket templates, documentation workflows, or other repeatable systems that made a team better.
• Tripled Yahtzee if you are the person your current team already sends the weirdest tickets to.