Job Description

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- Act as a primary point of contact for escalated product issues from account management and customer success teams
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- Serve as a senior member of a small team while remaining principally involved in hands‐on service delivery
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- Own and orchestrate triage, investigation, and resolution of complex technical issues
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- Drive resolution pace and communicate reliable direction
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- Deliver projects that improve Application Support service delivery
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- Collaborate with Development, QA, and Product teams on short‐and long‐term solutions affecting customer experience
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- Develop expertise in supported products and workflows and share knowledge with partner teams
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- Participate in application monitoring using logs, data stores, internal tools, and dashboards
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- Participate in incident response, including responding to alerts and some on‐call responsibilities
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Requirements

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- Experience in software companies with a customer-facing product is highly valued
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- Ability to manage multiple, competing tasks and priorities in a rapid‐moving environment while maintaining attention to detail
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- Robust technical background with advanced troubleshooting, analysis, and data skills
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- Familiarity with AWS services or similar
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- Active SQL skill set
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- Experience with release management toolsets and service reporting tools such as Datadog or similar
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- Automation mindset and ability to improve processes using automation tools
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- Strong documentation and knowledge‐sharing skills
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- Excellent communication skills and ability to build partnerships with engineering, QA,



and customer‐facing teams
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- Demonstrated experience participating in change management and incident response processes
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- Payments experience is highly valued but not required
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- Familiarity with HubSpot, Jira, browser and mobile applications, payment terminals, AWS, TypeScript, Lambda, PostgreSQL, DynamoDB, event‐driven architecture, Datadog, Sentry, Segment/Mixpanel, POS systems, third‐party partners, Slack, and Zapier is appreciated but not required
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Core Competencies

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Demonstrates strong technical expertise in troubleshooting and resolving complex product issues while effectively collaborating with cross‐functional teams. Proficient in application monitoring, incident response, and process improvement through automation.

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Highest‐signal resume keywords

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- Advanced Troubleshooting
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- Active SQL Skill Set
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- AWS Services Familiarity
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- Release Management Toolsets
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- Incident Response Participation
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ATS Optimization Keywords

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Hard Skills

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- Troubleshooting
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- Data Analysis
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- Process Automation
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- Documentation
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- Change Management
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Soft Skills

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- Excellent Communication
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- Attention to Detail
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- Ability to Manage Competing Tasks
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Industry Keywords

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- Application Support
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- Customer‐Facing Product
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- Payments Experience
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- Incident Response Processes
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- Event‐Driven Architecture
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Tools & Technologies

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- Datadog
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- Jira
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- AWS
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- TypeScript
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- PostgreSQL
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- DynamoDB
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- Sentry
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- Segment
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- Slack
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- Zapier
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#J-18808-Ljbffr

📌 Senior Application Support Engineer (Victoria)
🏢 Jobtailor
📍 Victoria