Application Support Engineer

HireRight is the premier global background screening and workforce solutions provider. The Application Support Engineer is a customer-facing role responsible for understanding customer issues, investigating bugs, and translating usage into actionable product insights to guide improvements based on customer feedback.

Responsibilities:

• Serve as a technical escalation point for customer-reported issues related to product behavior, data accuracy, and platform performance
• Investigate and reproduce bugs using application logs, databases, and analytics tools; clearly document findings and expected behavior
• Triage, prioritize, and track bugs and technical issues in collaboration with Engineering and Product teams
• Translate customer feedback, support tickets, and usage patterns into clear product requirements and feature requests
• Partner with Product to help shape the product roadmap by identifying recurring customer pain points and high-impact opportunities
• Act as the voice of the customer in internal product and engineering discussions
• Validate bug fixes and product enhancements before and after release to ensure issues are fully resolved
• Assist in defining acceptance criteria, edge cases, and real-world scenarios for new features
• Analyze customer behavior and trends using data tools to proactively identify friction points or adoption issues
• Collaborate with Support and Revenue teams to improve workflows, tooling, and customer communication around product changes
• Create internal documentation, runbooks, and product insights that improve support efficiency and product understanding
• Support launches by helping prepare release notes, internal enablement materials, and customer-facing explanations

Requirements:

• 2–5 years of experience in a technical role at a SaaS or software company (Support Engineer, Technical Support, Solutions Engineer, QA, or Engineering)
• Hands-on experience investigating application issues, bugs, or data discrepancies
• Exposure to working with product managers and engineering teams in an agile or iterative development environment
• Experience supporting or analyzing customer-facing software products
• Strong interest in product development, product strategy, and customer-driven roadmap planning
• Strong analytical and problem-solving skills with the ability to break down ambiguous issues
• Comfortable writing clear, structured bug reports and feature requirements
• Ability to communicate effectively with both technical and non-technical stakeholders
• Data-driven mindset with experience using analytics to support decisions
• Solid understanding of how SaaS products are built, shipped, and supported
• Ability to balance customer urgency with thoughtful prioritization
• Highly organized, detail-oriented, and able to manage multiple issues simultaneously
• Curious and proactive — you look for patterns, not just one-off fixes
• Experience in regulated, compliance-driven, or data-sensitive environments is a plus