Cresta
Application Support Engineer
United States (Remote)
Sponsorship not specifiedDetected 12 days ago
PythonBashPowerShellAWSKubernetesGrafanaDatadogAgentic AIJiraProcess ImprovementCustomer SuccessCustomer SupportZendeskVoIPLeadershipCommunicationCollaborationProblem Solving
About the role
- Schedule: Monday- Friday 8 - 5 with hour lunch w/ a rotating weeking with 3 others.
- This role is ideal for individuals who enjoy solving complex technical challenges, assisting customers, and serving as a crucial link between our customers and product development.
- You will be instrumental in ensuring a smooth and successful customer experience by transforming complex issues into clear, actionable solutions.
Responsibilities
- Customer Advocacy: Serve as the primary technical point of contact for customer inquiries, providing clear, concise, and empathetic communication via email and our support portal.
- Collaboration & Escalation: Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, ensuring timely resolution and feedback.
- Product Expertise: Develop deep product knowledge, understanding architecture, functionality, and common use cases.
- Process Improvement: Identify recurring issues and contribute to process enhancements that improve the customer support experience and product quality.
- On-Call Support: Participate in a rotational on-call schedule for urgent issues outside regular business hours.
Requirements
- 4+ years of experience in a technical support, helpdesk, or customer-facing engineering role.
- Strong problem-solving and analytical skills, with the ability to deconstruct complex issues.
- Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA).
- Ability to work independently and collaboratively in a fast-paced environment.
Nice to have
- Experience managing or integrating SaaS applications or CCaaS platforms (e.g., Avaya, Five9, Genesys) and telephony infrastructure.
- Experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS for file repositories and databases).
- Familiarity with Kubernetes for containerized applications.
- Basic scripting skills (e.g., Python, PowerShell, Bash) for automation or data analysis.
- Experience with logging and monitoring tools (e.g., Datadog, Grafana, Groundcover).
- Fluency in additional languages.
- A degree in Computer Science, Engineering, or a related technical field.
Skills
- Excellent written and verbal communication skills, capable of translating technical details for both technical and non-technical audiences.
- Web hosting technologies.
Compensation
- $90,000-$105,000K base + Bonus + Offers Equity
- We are hiring for multiple levels for this role so base salary will be determined based on level of experience***
- Cresta's approach to compensation is simple: recognize impact, reward excellence, and invest in our people.
- We offer competitive, location-based pay that reflects the market and what each individual brings to the table.
Benefits
- Comprehensive medical, dental, and vision coverage with plans to fit you and your family
- Flexible PTO to take the time you need, when you need it
- Paid parental leave for all new parents welcoming a new child
- Retirement savings plan to help you plan for the future
- Monthly wellness and communication stipend to keep you connected and balanced
- We offer a comprehensive and people-first benefits package to support you at work and in life:
- Bonus Points If You Have:
- Remote work setup budget to help you create a productive home office
- In-office meal program and commuter benefits provided for onsite employees
Company info
- Knowledge Management: Create and maintain comprehensive documentation, FAQs, and knowledge base articles to empower both customers and internal teams.
- We offer competitive, location-based pay that reflects the market and what each individual brings to the table.
This listing is sourced directly from Cresta's careers page and normalized into a canonical job model.