2 months ago
Application Support Engineer (SaaS)
Vacancy from Hirify Global, list of international tech companiesPlus is required to make matches and apply
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Job description
Text:
TL;DR
Application Support Engineer (SaaS): Managing technical support and root cause analysis for an AI-powered last-mile delivery platform with an accent on log analysis and system observability. Focus on investigating complex issues using SQL and REST APIs and owning production incidents end-to-end.
Location: Hybrid work from home or office in Estonia
Company
is an AI-powered SaaS platform that helps leading enterprises and Fortune 500 retailers orchestrate efficient last-mile delivery operations.
What you will do
- Handle deep technical support and customer-facing queries for enterprise clients.
- Investigate root causes of reported issues using logs, SQL queries, and API calls.
- Monitor system health and proactively detect issues using OpenSearch, Kibana, Grafana, and Splunk.
- Utilize AI-assisted tools to accelerate log analysis and identify recurring issue patterns.
- Manage production incidents end-to-end and communicate status to internal and external stakeholders.
- Validate fixes through functional testing and contribute to the shared knowledge base.
Requirements
- 2+ years of experience in L2 or L3 technical or application support.
- Intermediate level of SQL proficiency.
- Proven track record of working with REST APIs.
- Strong hands-on experience with modern observability platforms (OpenSearch, Kibana, Grafana, Splunk).
- High level of English (C1) with strong written and oral communication skills.
- Ability to work in shifts, including night shifts (00:00-08:00) and weekends.
Nice to have
- Experience providing technical support for Web and Mobile platforms.
- BS degree in Computer Science or a related technical field.
- Previous customer-facing experience.
- Experience working in operationally critical, high-pressure environments.
Culture & Benefits
- $500 home office equipment allowance and $100 monthly meal allowance.
- Flexible hybrid work arrangement.
- $100 monthly budget for wellness or sports activities.
- Health insurance provided after the trial period.
- Extra 2 days off per year for support team members.
- Birthday vacation day and 20 days of parental (non-birth) leave.
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