Application Support Engineer
Core
Troubleshoot and resolve complex technical issues across distributed Cloud SaaS systems, leading investigations and driving product improvements for enterprise customers.
Role type
Senior IC Application Support Engineer (Cloud SaaS)
Builds
Operational stability and resolution for enterprise B2B SaaS platforms
Domain
Computer and network security + Cloud SaaS
Deliverable
production ML models
Required skills
Tier 2/3 technical support, REST API troubleshooting, distributed systems debugging, public cloud platforms (AWS/Azure/GCP), Bash/Python scripting, AI integration, root cause analysis, cross-functional collaboration
Preferred skills
Linux environments, Salesforce, Atlassian (Jira/Confluence), Kubernetes, Elasticsearch, Git, monitoring/observability (Kibana/Grafana/Prometheus), third-party API/webhook integrations
Technologies
AWS, Azure, GCP, REST APIs, Bash, Python, Kubernetes, Elasticsearch, Git, Kibana, Grafana, Prometheus, Salesforce, Jira, Confluence
Responsibilities
Troubleshoot and resolve complex technical issues across distributed Cloud SaaS systems using diagnostic tools and AI; Lead technical investigations and drive issues to resolution while maintaining high standard of customer communication; Collaborate directly with external customers, responding to support tickets and escalations within SLA; Build, maintain, and share technical knowledge to improve support capabilities; Work closely with Engineering, Product, Cyber, and other cross-functional teams to identify root causes; Contribute to the continuous improvement of support processes, documentation, and automation
Seniority
Senior, hands-on IC
