Application Support Engineer

Stack

Responsibilities

• ▹Investigate, diagnose, and resolve intricate technical issues related to API integrations, databases, servers, microservice performance, web hosting, telephony and network technologies, and containerized applications
• ▹Serve as the primary technical point of contact for customer inquiries, providing clear, concise, and empathetic communication via email and the support portal
• ▹Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents
• ▹Create and maintain comprehensive documentation, FAQs, and knowledge base articles
• ▹Replicate customer environments and issues to identify root causes and verify solutions
• ▹Develop deep product knowledge, understanding architecture, functionality, and common use cases
• ▹Identify recurring issues and contribute to process enhancements
• ▹Participate in a rotational on-call schedule for urgent issues outside regular business hours

Requirements

• ▹4+ years of experience in a technical support, helpdesk, or customer-facing engineering role
• ▹Strong problem-solving and analytical skills, with the ability to deconstruct complex issues
• ▹Excellent written and verbal communication skills for both technical and non-technical audiences
• ▹Proficiency in web hosting technologies, APIs (automation, collaboration, data extraction/changes through HTTP methods), network architecture, server OS and hardware troubleshooting, and application log analysis
• ▹Telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP)
• ▹Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA)
• ▹A customer-centric mindset with a genuine desire to deliver excellent service
• ▹Ability to work independently and collaboratively in a fast-paced environment

Nice to have

• ▹Experience managing or integrating SaaS applications or CCaaS platforms (e.g., Avaya, Five9, Genesys) and telephony infrastructure
• ▹Experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS for file repositories and databases)
• ▹Familiarity with Kubernetes for containerized applications
• ▹Basic scripting skills (e.g., Python, PowerShell, Bash) for automation or data analysis
• ▹Experience with logging and monitoring tools (e.g., Datadog, Grafana, Groundcover)
• ▹Fluency in additional languages
• ▹A degree in Computer Science, Engineering, or a related technical field

Soft skills

What we offer

• ▹Comprehensive medical, dental, and vision coverage
• ▹Flexible PTO
• ▹Paid parental leave for all new parents welcoming a new child
• ▹Retirement savings plan
• ▹Remote work setup budget to help create a productive home office
• ▹Monthly wellness and communication stipend
• ▹In-office meal program and commuter benefits for onsite employees
• ▹Salary range: $90,000-$105,000 base + bonus + equity

About the company

Cresta unlocks the true potential of the customer experience through a unified AI platform combining conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence. Leading companies including United Airlines, Cox Communications, and Marriott use Cresta. Born from the Stanford AI Lab, Cresta has raised more than $270 million from leading investors.