Application Support Engineer (Remote) – $60k/year

About the role

The Application Support Engineer tackles the most complex support tickets, using AI as a tool rather than a replacement. You will diagnose ambiguous issues across multiple SaaS products, reproduce failures, analyze logs and API traffic, and communicate clear resolutions to customers.

Key responsibilities

• Combine hands‑on troubleshooting with generative AI to resolve escalated tickets that cannot be handled by automated L1 processes.
• Own each issue from initial investigation through resolution or well‑documented escalation, providing diagnostic logic for future agents.
• Analyze REST API calls, JSON payloads, HTTP status codes and system logs to pinpoint root causes.

Required profile

• Minimum 2 years of experience in a technical role such as support engineering, QA, DevOps or software development.
• Professional fluency in English, both written and spoken.
• Availability to work full‑time 1:00 PM – 10:00 PM UTC (US Eastern business hours).

Required skills

• Proficiency with REST API calls, JSON handling and interpreting HTTP status codes (e.g., 401, 404, 429).
• Strong command‑line and log‑analysis capabilities.
• Hands‑on experience using generative AI tools such as ChatGPT or Claude in daily technical work.