Application Support Engineer

Stack

Responsibilities

• ▹Investigate and resolve technical issues related to API integrations, databases, servers, microservices, web hosting, telephony, and containerized applications
• ▹Serve as the primary technical point of contact for customers via email and support portal
• ▹Collaborate with Engineering, Product, and Sales to escalate bugs and critical incidents
• ▹Create and maintain documentation, FAQs, and knowledge base articles
• ▹Replicate customer environments and issues to identify root causes
• ▹Develop deep product expertise
• ▹Identify recurring issues and contribute to process improvements
• ▹Participate in a rotational on-call schedule

Requirements

• ▹4+ years of experience in technical support, helpdesk, or customer-facing engineering
• ▹Strong problem-solving and analytical skills
• ▹Excellent written and verbal communication for technical and non-technical audiences
• ▹Proficiency in web hosting technologies, APIs, network architecture
• ▹Server OS and hardware troubleshooting knowledge
• ▹Application log analysis skills
• ▹Knowledge of telephony signaling protocols (SIP/SIPrec, H.323) and media protocols (RTP)
• ▹Experience with support ticketing systems (Zendesk, Linear, JIRA)
• ▹Customer-centric mindset

Nice to have

• ▹Experience managing or integrating SaaS/CCaaS platforms (Avaya, Five9, Genesys)
• ▹Experience with cloud-based solutions (AWS S3/RDS/EKS)
• ▹Familiarity with Kubernetes for containerized applications
• ▹Basic scripting skills (Python, PowerShell, Bash)
• ▹Experience with logging and monitoring tools (Datadog, Grafana, Groundcover)
• ▹Fluency in additional languages
• ▹Degree in Computer Science, Engineering, or related field

Soft skills

What we offer

• ▹Comprehensive medical, dental, and vision coverage
• ▹Flexible PTO
• ▹Paid parental leave
• ▹Retirement savings plan
• ▹Remote work setup budget
• ▹Monthly wellness and communication stipend
• ▹In-office meal program and commuter benefits

About the company

Cresta is a Stanford AI Lab-born company building a unified AI platform that combines conversational AI agents, real-time human agent augmentation, and conversation intelligence to boost customer experience and contact center efficiency. Backed by more than $270 million from investors including a16z, Greylock, and Sequoia, its customers include major companies such as United Airlines, Cox Communications, and Marriott.