> Markdown version of [/jobs/ext/1318388-application-support-engineer](https://www.wearedevelopers.com/jobs/ext/1318388-application-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Application Support Engineer - **Company:** Intenseye, Inc. - **Location:** New York, NY, United States (Remote available) - **Experience:** Experienced - **Salary:** $100,000.0 - $150,000.0 - **Contract:** Permanent contract - **Skills:** 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, Computer Networking Systems, Firewalls (Computer Science), Bug Reporting - **Published:** July 17, 2026 - **Apply:** https://jobs.lever.co/intenseye/c853e096-5340-4871-acd6-72109dc494fe ## About the Role * 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 ## 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 ## Related Videos - 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