Application Support Engineer

Join our team as an Application Support Engineer, where you'll be responsible for providing full support to our enterprise customers. You'll handle inbound customer inquiries, troubleshoot connectivity issues, and work closely with engineering and product teams. This role is based in New York and offers competitive salaries, stock options, and opportunities for continuous education and team-building activities.

• Handle inbound customer inquiries via chat and email, answering platform questions, guiding users, and resolving issues end-to-end.
• Troubleshoot and resolve connectivity issues by working directly with customers' IT teams, including remote access sessions, VPN configuration, SSH access, proxy setup, and firewall and network diagnostics.
• Investigate platform and integration issues across application, service, and network layers, using available monitoring and observability tools.
• Hands-on experience with SSH and VPN — setup, tunneling, and troubleshooting
• Comfortable doing L1 customer chat and deep technical investigation on the same day
• Excellent oral communication skill with both internal stakeholders and external technical teams
• 3+ years in a technical or application support role, ideally within an Enterprise SaaS environment
• Willingness to travel occasionally for on-site customer visits — you're comfortable getting in front of customers in person when the situation calls for it
• Strong networking knowledge: TCP/IP, DNS, firewalls, NAT, proxy configurations, and port forwarding
• Ability to navigate ambiguity
• Strong written English and a natural ability to explain technical topics to non-technical stakeholders
• Solid Linux fundamentals — comfortable in the command line, reading logs, and running diagnostic commands
• We know that not everyone will meet 100% of the listed qualifications, and that’s OK. Research shows that individuals from underrepresented groups often hesitate to apply unless they meet every criterion. If you’re excited about our mission and believe you can have an impact in this role, we strongly encourage you to apply. Your experience, skills, and perspective may be exactly what we’re looking for