Application Support Engineer

About the Role

The role is ideal for individuals who enjoy solving complex technical challenges, assisting customers, and working collaboratively with cross-functional teams. With a schedule that includes weekend rotation, this position requires flexibility and a commitment to delivering exceptional customer support.

Cresta's platform combines the best of AI and human intelligence to help contact centers discover customer insights, automate conversations, and empower team members to work smarter and faster. As an Application Support Engineer, you will be instrumental in ensuring that this vision is realized for Cresta's valued customers, including brands like Intuit, Cox Communications, Hilton, and Carmax.

What You Will Do

• Investigate, diagnose, and resolve intricate technical issues related to API integrations, databases, servers, microservice performance, and web hosting
• Collaborate with customers to understand their technical issues and provide timely, effective solutions
• Translate complex technical problems into clear, actionable solutions for customers and internal stakeholders
• Work closely with the product development team to identify and prioritize areas for improvement
• Develop and maintain technical documentation to support customer success and product development
• Participate in weekend rotation to ensure comprehensive customer support
• Analyze customer feedback and technical issues to identify trends and areas for improvement
• Stay up-to-date with the latest developments in AI, machine learning, and cloud computing
• Develop and implement automation scripts to streamline technical support processes

What We Are Looking For

• 3+ years of experience in a technical support or engineering role, preferably in a cloud-based or AI-powered environment
• Strong foundation in digital skills, including proficiency in programming languages like Python, Java, or C++
• Experience with API integrations, databases, servers, and microservice performance
• Excellent problem-solving and communication skills, with the ability to translate complex technical concepts into clear, actionable solutions
• Collaborative mindset and experience working with cross-functional teams
• Strong customer focus and commitment to delivering exceptional customer support
• Flexibility and adaptability in a fast-paced, dynamic environment
• Experience with cloud computing platforms like AWS or Azure
• Familiarity with machine learning and AI-powered solutions

Nice to Have

• Experience with automation scripts and tools like Ansible or Jenkins
• Knowledge of Agile development methodologies and version control systems like Git
• Certification in cloud computing or AI-powered solutions
• Experience with data analytics and visualization tools like Tableau or Power BI
• Familiarity with DevOps practices and continuous integration/continuous deployment (CI/CD) pipelines

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a cutting-edge AI-powered platform and contribute to the development of innovative customer service solutions
• Collaborative, dynamic work environment with a team of experienced professionals
• Flexible work arrangements, including remote work options and weekend rotation
• Access to training and development opportunities to enhance digital skills and knowledge
• Recognition and rewards for outstanding performance and contributions to the company's mission

• To stand out in this role, emphasize your experience with technical support, AI-powered solutions, and cloud computing platforms.
• Be prepared to provide specific examples of complex technical issues you've resolved and how you communicated solutions to customers.
• Familiarize yourself with Cresta's platform and AI-powered solutions to demonstrate your understanding of the company's products and mission.
• Highlight your ability to work collaboratively with cross-functional teams and your commitment to delivering exceptional customer support.
• Consider developing a portfolio of your work, including examples of technical documentation, automation scripts, and customer success stories.
• When negotiating salary, be prepared to discuss your experience, skills, and qualifications, and how they align with the company's needs and expectations.
• Look for red flags like unclear expectations, lack of training or support, or unrealistic performance goals, and be prepared to discuss these concerns with the interviewer