Application Support Engineer

• **This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Application Support Engineer based in Poland.**
• We are seeking an Application Support Engineer to help maintain and improve mission-critical software solutions used by organizations across North America.
• This role combines technical troubleshooting, customer support, and hands-on software engineering to resolve complex application issues.
• You will work directly with customers while collaborating with engineering teams to ensure reliable, high-quality software delivery.
• The position requires strong analytical skills, attention to detail, and the ability to navigate both code and business workflows.
• You will contribute to production stability by investigating issues, implementing fixes, and improving support processes.
• Working with modern technologies such as C#/.NET, React, TypeScript, and cloud-based environments, you will play a key role in customer success.
• This is an opportunity to grow as a technical professional while making a direct impact on software reliability and user experience.

### Accountabilities

• Manage and prioritize incoming customer support tickets, ensuring timely responses and resolution aligned with service expectations.
• Act as the primary technical contact for customers, providing clear updates, setting expectations, and translating technical issues into understandable explanations.
• Investigate application issues by analyzing configurations, customer environments, business workflows, logs, and code behavior.
• Read and understand existing codebases, technical documentation, and system designs to identify root causes and implement effective solutions.
• Develop and deploy targeted code fixes using C#/.NET and React/TypeScript across production and testing environments.
• Configure and troubleshoot core application functionality, including business rules, workflows, and environment-specific settings.
• Escalate complex issues to engineering teams with complete documentation, technical context, and recommended next steps.
• Review software releases, validate cloud environments, and coordinate deployments with customers.
• Participate in rotating on-call support schedules for customers requiring 24/7 assistance.
• Document technical issues, solutions, and internal knowledge to improve team efficiency and future troubleshooting.
• Continuously improve support processes and contribute to product reliability and customer satisfaction.

## **Requirements:**

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent hands-on technical experience.
• Strong troubleshooting and problem-solving skills, with the ability to analyze whether issues originate from configuration, code defects, customer environments, or multiple factors.
• Working knowledge of C#/.NET, with the ability to read, debug, and modify production-level code.
• Familiarity with React, TypeScript, or JavaScript.
• Comfortable working with SQL and relational databases.
• Experience using development tools such as Visual Studio or VS Code.
• Ability to analyze logs, trace errors, and systematically investigate complex technical problems.
• Strong written and verbal communication skills, especially when interacting with customers and documenting technical information.
• Ability to remain calm and organized when managing multiple customer issues simultaneously.
• Strong ownership mindset with the ability to follow through and ensure issues are resolved.
• Comfortable collaborating with engineering teams and asking for support when appropriate.
• Willingness to complete background checks required for access to customer environments.
• Ability to travel occasionally (approximately 10%).

## **Benefits:**

• Competitive salary based on experience.
• Remote work opportunity.
• Comprehensive health benefits supporting employee wellbeing.
• Opportunities for career advancement and professional development.
• Experience working with a diverse and global team.
• Exposure to modern software technologies and mission-critical applications.
• Opportunity to develop expertise across software engineering, cloud environments, and customer-facing technical support.
• Collaborative culture focused on ownership, learning, and continuous improvement.