Senior Application Support Engineer

We're partnering with a growing software company seeking a Senior Application Support Engineer to join their customer-facing team. This is a Tier 2 application support role focused on troubleshooting complex issues within a cloud-based business platform, partnering directly with customers, and collaborating closely with Product and Engineering teams to drive resolution.This is not desktop support, internal IT, or a call-center environment.Required Qualification4+ years of experience in SaaS application support, technical support, product support, implementation support, application support, or a related customer-facing technical roleExperience operating in a Tier 2, Tier 3, escalation support, Senior Support Engineer, or Technical Support Engineer capacity, handling complex customer issues from investigation through resolutionStrong troubleshooting and problem-solving skills with the ability to identify root causes, navigate ambiguity, and drive issues to resolution across multiple systems and teamsExcellent customer service, communication, and relationship-building skills with a customer-first mindset and the ability to work effectively with both technical and non-technical stakeholdersAdvanced SQL skills, including the ability to write complex queries, validate data, analyze relationships between tables, investigate application behavior, and perform data troubleshootingExperience troubleshooting web-based SaaS applications, including workflows, configurations, permissions, reporting, integrations, and system behaviorSolid understanding of REST APIs and web services, including the ability to test endpoints, analyze requests and responses, and troubleshoot API-related issuesAbility to analyze logs, error messages, browser network activity, monitoring data, and other technical artifacts to isolate issues and determine root causeExperience supporting third-party integrations and understanding how data flows between SaaS platforms, external vendors, and connected systemsStrong written communication skills with the ability to provide clear, concise, and actionable updates to customers, stakeholders, and internal teamsSound judgment regarding issue prioritization, escalation paths, and when to engage Product, Engineering, or other cross-functional teamsExperience using observability and monitoring tools such as Splunk, New Relic, Datadog, AppDynamics, or similar platformsFamiliarity with AI-enabled tools used for research, analysis, documentation, workflow improvement, troubleshooting, or productivity enhancements..Preferred QualificatioExperience writing scripts or automation using Python, Shell, Bash, PowerShell, or similar languagesExperience working in cloud-based SaaS environments and supporting enterprise B2B software platformExposure to modern software development practices, application monitoring, and cross-functional collaboration with Engineering, Product, QA, and Customer Success team