Application Support Engineer

$60,000 USD/year ^{Pay is set based on global value, not the local market. Most roles = hourly rate x 40 hrs x 50 weeks}  ($30 USD/hour)

The difficult tickets do not require another script reader. They require someone capable of navigating ambiguous circumstances, misconfigured systems, conflicting evidence, upset customers, and AI-generated false leads—then determining what is genuinely broken. This position is designed for the support engineer drawn to the unresolved case: replicating the issue, examining logs, tracking API behavior, analyzing JSON payloads, distinguishing a 401 from a 404 from a 429, and leveraging AI rigorously without accepting it uncritically.

Most support organizations remain structured around ticket queues, templated responses, handoffs, and "known issue" documentation. We are constructing something fundamentally different. Routine inquiries are increasingly managed by AI and L1 processes, meaning human analysis is allocated to the most complex challenges. AI is not a threat to your role here. It is the instrument you command, validate, question, and confirm.

This position is not about copying AI-generated answers, making rapid guesses, awaiting direction, or escalating the instant the problem appears unfamiliar. It is not suited for someone who specializes deeply in one product and becomes paralyzed when the next ticket involves a different technology stack. It is about delivering the correct answer with the minimum customer interaction the issue permits: reproducing before prescribing solutions, investigating across tickets, Slack channels, knowledge bases, logs, configurations, and tangible evidence before escalating, and composing customer communications clear enough to defuse tension. The technical foundation is assumed: REST APIs, JSON, HTTP status codes, command line, and logs. That establishes your baseline. Sound judgment amid uncertainty is what makes you effective.

In this position, your responsibility is to retain ownership of the issue until it is either resolved or escalated with clarity, accompanied by diagnostic logic valuable enough for the subsequent agent and future AI workflows. You will find this role rewarding if the ticket that defies explanation is the one you most want to solve. You will find it frustrating if you require a single product, a single playbook, and external assistance to move forward. If that environment energizes you, please apply.