Application Support Engineer

Intenseye, Inc.

New York, NY, United States

about 2 months ago

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Role details

Contract type

Permanent contract

Employment type

Part-time (≤ 32 hours)

Experience level

Experienced

Experience required

3 years minimum

Compensation

$100,000.0 - $150,000.0

Working hours

Regular working hours

Languages

English

Job source

jobs.lever.co

Tech stack

Command-Line Interface Software as a Service Linux Network Address Translation DevOps Domain Name System (DNS) Monitoring of Systems Virtual Private Networks (VPN) Network Layer Network Diagnostics Remote Access Technology TCP/IP

+3 more

Computer Networking Systems Firewalls (Computer Science) Bug Reporting

Job description

As an Application Support Engineer, you will cover the full support spectrum: fielding inbound customer questions directly via chat and email (L1), conducting hands-on technical investigations into connectivity, integration, and platform issues (L2), and working alongside engineering when issues require deep infrastructure-level diagnosis (L3)
You’re the person who gets things done in a high-paced, unstructured environment
You’ll work closely with enterprise customers’ IT and network teams, join customer calls without hesitation, and partner with engineering, DevOps, and product to see every issue through resolution
This role is based in New York and reports to the Director of Support
Handle inbound customer inquiries via chat and email - answering platform questions, guiding users, and resolving issues end-to-end
Own customer communication throughout the lifecycle of every ticket, providing timely and clear updates
Join customer calls and meetings as a technical representative and engage confidently with enterprise IT and network teams
Maintain and contribute to user-facing documentation, help center content, and knowledge base articles
Troubleshoot and resolve connectivity issues by working directly with customers’ IT teams - including remote access sessions, VPN configuration, SSH access, proxy setup, and firewall and network diagnostics
Support on-premise and cloud/hybrid deployments, handling integration and infrastructure issues that require hands-on network-level investigation
Investigate platform and integration issues across application, service, and network layers, using available monitoring and observability tools
Configure and troubleshoot SSO and authentication integrations for enterprise customers
Escalate complex issues to engineering and product teams with well-documented findings and clear reproduction steps
Work with engineering, DevOps, and product teams on deeper investigation, bug resolution, and new feature rollouts
Contribute to improving internal processes, playbooks, and support tooling
Partner with the Support Manager to develop support territory strategy

Requirements

Hands-on experience with SSH and VPN - setup, tunneling, and troubleshooting
Comfortable doing L1 customer chat and deep technical investigation on the same day
Excellent oral communication skill with both internal stakeholders and external technical teams
3+ years in a technical or application support role, ideally within an Enterprise SaaS environment
Willingness to travel occasionally for on-site customer visits - you’re comfortable getting in front of customers in person when the situation calls for it
Strong networking knowledge: TCP/IP, DNS, firewalls, NAT, proxy configurations, and port forwarding
Ability to navigate ambiguity
Strong written English and a natural ability to explain technical topics to non-technical stakeholders
Solid Linux fundamentals - comfortable in the command line, reading logs, and running diagnostic commands

Benefits & conditions

Support for individuality & continuous education: We stand with you on your journey whether it is the autonomy to make decisions and a true voice in the direction of the company or a need for support in continued development of your education or your passions.
Stock option plan: We want our team to be rewarded for the value they bring to the company, all eligible employees enjoy new hire equity.
Competitive salaries: We offer a competitive salary which we benchmark constantly.
Team, events & activities: We believe great teams are built through shared experiences. From energizing company offsites to in-person gatherings and a weekly lunch in our NYC HQ, we make time to connect beyond work. No matter where you’re based, you’ll find plenty of opportunities to build relationships, have fun, and strengthen our culture together.