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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Application Support Engineer (Sherlock of the Support Queue) - **Company:** Ron Turley Associates, Inc. - **Location:** Glendale, AZ, United States - **Experience:** Expert - **Salary:** $75,000.0 - $90,000.0 - **Contract:** Permanent contract - **Skills:** JavaScript (Programming Language), Application Programming Interfaces (APIs), Artificial Intelligence, Business Software, Software as a Service, Computerized Maintenance Management Systems, Databases, Crystal Reports (Reporting Software), DevOps, Python (Programming Language), Log Analysis, Windows PowerShell, Power BI, Application Data, Swagger, Screenshots, Software Engineering, SQL Databases, SQL Server Reporting Services, Systems Integration, Scripting, Postman, B2b Software, Data Analytics, Tools for Reporting, 3-tier Architectures, Cloudwatch, Restful APIs, New Relic (SaaS) - **Published:** June 18, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=3e4941a30568f64c ## About the Role Do you have experience in Software issue identification?, OK, the boring HR part of the job posting that looks like every other posting out there, but it is necessary: * 4+ years of experience in some combination of SaaS application support, technical support, product support, implementation support, or application support. * Experience working in a Tier 2, Tier 3, escalation, senior support, or technical support engineer capacity. * Strong SQL troubleshooting skills, including the ability to query data, validate assumptions, understand relationships between tables, and investigate data-driven application behavior. * Experience troubleshooting customer-facing software issues involving workflows, configuration, permissions, reporting, integrations, or system behavior. * Ability to read logs, error messages, API responses, browser network activity, and other technical clues to narrow down root cause. * Strong written communication. Clear, structured, no fluff. If your cover letter reads like generic AI output, we will notice. * Comfort working directly with customers on complex issues. * Sound judgment about when to keep digging, when to escalate, and how to bring the right information to the right team. * Familiarity with AI-enabled tools used for research, writing, summarization, analysis, workflow improvement, or productivity., * Experience supporting vertical SaaS or B2B software with a non-technical or operations-heavy customer base. * Experience with REST API troubleshooting using tools like Postman, Swagger, or similar. * Experience using Chrome DevTools, especially network requests and console errors. * Experience with log analysis tools such as New Relic, CloudWatch, or similar. * Experience with scripting or automation using PowerShell, JavaScript, Python, or similar. * Experience with reporting tools such as Crystal Reports, SSRS, Power BI, or similar. * Experience supporting hybrid SaaS and on-prem customer environments. * Familiarity with Windows Server or customer-hosted application environments. * Experience supporting fleet, maintenance, transportation, logistics, ERP, CMMS, accounting, dispatch, or other workflow-heavy business software. * Experience working closely with software engineers or product managers on bugs, defects, product improvements, or supportability issues. * You have built support automations, internal troubleshooting tools, ticket templates, documentation workflows, or other repeatable systems that made a team better. * Triple Yahtzee if you are the person your current team already sends the weirdest tickets to. The Bottom Line You have made it this far, so congratulations. We are really looking for ideal team players with an almost frightening intensity around solving customer problems, a deep curiosity about how software actually behaves, and a passion for serving the people on either side of them. The right person for this role does not just close tickets. They find answers. They bring clarity. They improve the system. They help customers feel taken care of. They make Support, Product, and Engineering better by the way they investigate and communicate. And they are AI tooling-first. Not AI curious. Not "I tried a chatbot once." We want someone who is already using AI-enabled tools to work smarter, move faster, organize complexity, and raise the quality of their output., Our office spaces are open, spacious, and colorful, with an abundance of natural light. We come together often as a company to enjoy freshly baked desserts or awesome lunches, and genuinely enjoy each other's company. We offer some pretty unique perks and benefits, as well as all the standard ones. However this role is a hybrid role with the following requirements: * Ability to sit or stand for extended periods * Ability to work at a computer for prolonged periods * Ability to travel up to 10% (minimal travel based on business needs) ## Description Do you live for the moment when a messy customer issue finally clicks into place? Do you find yourself digging through logs, database records, API responses, screenshots, and ticket history because "it should work" is not a good enough answer? Do you like being the person others call when the issue is too weird, too technical, or too important to punt? Do you already use AI-enabled tools every day to move faster, think sharper, summarize chaos, improve documentation, and build better workflows? Not because it is trendy, but because it makes you better at your job? If so, keep reading. RTA is looking for a Senior Application Support Engineer. This is a customer-facing, Tier 2 application support role for our SaaS fleet management platform. You will own escalated customer issues, investigate complex application behavior, identify root causes, communicate clearly with customers, and partner with Product and Engineering when deeper analysis or product changes are needed. This is not desktop support. This is not internal IT. This is not a Tier 1 call-center role. This is not a junior developer role hiding under a support title. This is application support for someone who likes solving mysteries, understands how real customers use real software, and is willing to do whatever it takes to help the customer and the team succeed. We do not do silos. Support, Product, Engineering, QA, DevOps, Customer Success, and Implementation all have to work together to deliver great outcomes for our clients. You will be right in the middle of that, bringing clarity when issues are confusing, urgency when customers need help, and better information when Engineering needs to get involved., * Owns escalated customer issues from investigation through resolution, without simply tossing hard problems over the wall. * Troubleshoots complex SaaS application behavior involving workflows, configuration, permissions, reporting, integrations, data, and environment-specific issues. * Uses SQL to investigate application data, validate assumptions, find patterns, and explain what is actually happening. * Reads logs, error messages, browser network activity, API responses, and system clues to narrow down root cause. * Reproduces customer issues and determines whether the problem is user workflow, configuration, data, integration, environment, or product defect. * Communicates clearly with customers throughout the process, especially when the answer is not obvious yet. * Escalates to Product or Engineering with complete, organized, actionable information. * Writes excellent internal notes, customer-facing explanations, troubleshooting guides, and knowledge base content. * Uses AI-enabled tools to summarize ticket history, improve documentation, research faster, organize evidence, draft clearer communications, and build repeatable support workflows. * Identifies recurring issue patterns and recommends improvements to product, documentation, tooling, training, or process. * Helps raise the technical bar for the broader support team., * Escalated customer issues are investigated thoroughly, communicated clearly, and driven to resolution. * Customers feel heard, informed, and confident that RTA understands the issue and is working the problem. * Tier 1 Support has a stronger escalation partner, better documentation, and clearer troubleshooting paths. * Engineering receives well-researched, well-documented escalations instead of vague reports or incomplete tickets. * Recurring issues turn into better documentation, better support workflows, better product feedback, or better tooling. * SQL, logs, APIs, browser tools, and AI-enabled tools are used consistently to bring clarity to complex problems. * The support organization gets smarter over time because your work leaves behind better notes, patterns, and processes. ## Related Videos - [From DevOps to Scaled DevOps: How We’re Rebuilding Continuous Delivery as a Platform](https://www.wearedevelopers.com/videos/100018-from-devops-to-scaled-devops-how-we-re-rebuilding-continuous-delivery-as-a-platform) - [Are Your APIs Ready for AI Agents](https://www.wearedevelopers.com/videos/2004-are-your-apis-ready-for-ai-agents) - [Using code generation for test automation – the fancy way](https://www.wearedevelopers.com/videos/230-using-code-generation-for-test-automation-the-fancy-way) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [DevOps Maturity Check – a way to balance autonomy and alignment](https://www.wearedevelopers.com/videos/58-devops-maturity-check-a-way-to-balance-autonomy-and-alignment) - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) ## Related Articles - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [Prompt Engineering is a Job of the Past](https://www.wearedevelopers.com/magazine/342-prompt-engineering-is-a-job-of-the-past) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer)