Application Support Engineer

Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. The Application Support Engineer will be responsible for resolving complex technical issues, advocating for customers, and collaborating with various teams to enhance the customer experience.

Responsibilities:

• Investigate, diagnose, and resolve intricate technical issues related to API integrations, databases, servers, microservice performance, web hosting, telephony and network technologies, and containerized applications
• Serve as the primary technical point of contact for customer inquiries, providing clear, concise, and empathetic communication via email and our support portal
• Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, ensuring timely resolution and feedback
• Create and maintain comprehensive documentation, FAQs, and knowledge base articles to empower both customers and internal teams
• Replicate customer environments and issues to identify root causes and verify solutions
• Develop deep product knowledge, understanding architecture, functionality, and common use cases
• Identify recurring issues and contribute to process enhancements that improve the customer support experience and product quality
• Participate in a rotational on-call schedule for urgent issues outside regular business hours

Requirements:

• 2-4 years of experience in a technical support, helpdesk, or customer-facing engineering role
• Strong problem-solving and analytical skills, with the ability to deconstruct complex issues
• Excellent written and verbal communication skills, capable of translating technical details for both technical and non-technical audiences
• Proficiency in web hosting technologies
• Proficiency in APIs (automation, collaboration, and data extraction/changes through HTTP methods)
• Proficiency in application log analysis
• Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA)
• A customer-centric mindset with a genuine desire to deliver excellent service
• Ability to work independently and collaboratively in a fast-paced environment
• Experience managing or integrating SaaS applications or CCaaS platforms (e.g., Avaya, Five9, Genesys) and telephony infrastructure
• Experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS for file repositories and databases)
• Familiarity with Kubernetes for containerized applications
• Basic scripting skills (e.g., Python, PowerShell, Bash) for automation or data analysis
• Experience with logging and monitoring tools (e.g., Datadog, Grafana, Groundcover)
• Fluency in additional languages
• A degree in Computer Science, Engineering, or a related technical field
• Telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP)
• Network architecture and components
• Server OS and hardware troubleshooting