Application Support

Responsibilities:
Act as the first line of technical support for customers, triaging and resolving inbound tickets
Investigate product issues by reproducing problems, collecting logs, and narrowing down root causes, including using Sentry to identify relevant owners and impacted releases
Work closely with Engineering to escalate and track bugs through to resolution
Maintain clear, timely, and empathetic communication with customers throughout the support lifecycle, including proposing interim workarounds and documenting final solutions
Contribute to and maintain internal and external knowledge base articles and FAQs that capture workarounds and long-term solutions
Identify recurring issues and work with Product and Engineering on long-term fixes or improvements
Collaborate with other teams to support onboarding, adoption, and retention initiatives
Monitor support SLAs, follow up on pending items, and ensure issues are not dropped
Provide feedback from the frontlines to inform product roadmap and UX improvements
Participate in an on-call or extended-hours rotation when required

Requirements:
Diploma or Bachelor’s Degree in Computer Science, Information Technology, Software Engineering, Information Systems or a related discipline.
2+ years of experience in a technical support, customer support, customer service, software support, or similar client-facing role
Strong troubleshooting skills across web applications, APIs, and common SaaS integrations
Comfortable reading logs, debugging issues, and reproducing bugs with limited information
Solid understanding of HTTP, REST APIs, and basic networking concepts (DNS, SSL, proxies)
Experience with ticketing tools (e.g. Zendesk, Freshdesk, Jira Service Management) and documentation tools
Comfortable working with collaboration and development tools such as Notion, GitHub, and Sentry
Clear and empathetic written and verbal communication skills
Ability to translate technical concepts into clear language for non-technical stakeholders
Organised and able to prioritise effectively in a fast-paced environment
Comfortable collaborating with Product, Engineering, and Customer Success teams