Software Application Support Engineer

Responsibilities

• Diagnose, isolate, and resolve complex application errors, workflow interruptions, and software anomalies reported by users.
• Write basic to intermediate database queries to verify data integrity, investigate user-reported discrepancies, and troubleshoot reporting issues.
• Review and analyze API payloads, webhooks, and third-party integration logs to identify where data exchanges are failing.
• Owning technical issues from initial report through to resolution by documenting detailed troubleshooting steps, customer communications, and root causes within the ticketing system.
• Create and maintain user-facing help articles, FAQs, and internal knowledge base documentation regarding application features and updates.

Requirements

• Strong foundational knowledge of SQL (or NoSQL) to query databases for data verification and troubleshooting.
• Familiarity with HTML, CSS, JavaScript, and browser developer tools (Inspect/Console) to diagnose front-end application behavior.
• Understanding of RESTful APIs and experience using tools like Postman or log viewers (e.g., Splunk, Datadog) to investigate application errors.
• Familiarity with cloud-based architectures (AWS, Azure) and how modern SaaS web applications function.
• Experience using enterprise support platforms such as ServiceNow.

Qualifications

• Bachelor’s degree in Information Technology, or Computer Science, or Management Information Systems (MIS) or in equivalent technology degree and 4+ years of experience in a technical support role specifically supporting software applications, SaaS products, or web-based platforms.
• High School Diploma and 10 + years of experience.

Preferred Qualifications

• Relevant technical certifications such as CompTIA A+, Network+, or Security+, or the ability to obtain a certification within 6 months of start date.
• Demonstrates a logical approach to problem-solving and an innate curiosity to figure out why an application is behaving unexpectedly.
• Excellent written and verbal communication, with the ability to explain technical workflows and workarounds clearly to non-technical users.
• Exhibits a strong desire to help people, showing patience and professionalism when dealing with frustrated users during critical software disruptions.