Application Support Engineer
About the role: We're looking for a detail-oriented, technically capable Application Support Engineer to serve as the bridge between our customer service team and engineering — the first technical responder when something on our web platform breaks. You'll triage and diagnose end-user issues, resolve what's in scope, and hand off the rest to engineering with clean, well-documented context. Responsibilities: Act as first responder for platform issues raised by customer service, triaging and prioritizing by impact. Investigate, reproduce, and diagnose bugs using logs, error messages, and monitoring tools — gathering evidence before acting. Query and inspect the MySQL and PostgreSQL databases to verify data integrity, identify anomalies, and validate reported issues without making unauthorized changes. Read and interpret application code (JavaScript, TypeScript, Rust, Python, or PHP) to understand the root cause of issues and determine the appropriate resolution path. Resolve issues that fall within the defined L1–L1.5 scope independently, including configuration adjustments, data lookups, cache invalidations, or guided workarounds. Escalate issues that require code changes, elevated database permissions, infrastructure access, or third-party intervention — with a clear, well-documented handover to the engineering team or relevant vendors. Maintain a detailed log of all incidents, including symptoms, steps taken, findings, and outcomes, to contribute to the team's knowledge base and runbook library. Communicate clearly and empathetically with the customer service team, providing timely status updates and setting accurate expectations throughout the resolution process. Participate in an on-call rotation, providing coverage outside of standard business hours, including nights and weekends when incidents arise. Proactively identify recurring issues and surface patterns to the engineering team to drive long-term fixes and platform stability. Qualifications: Prior experience in a technical support, QA, or junior engineering role. Prior experience writing runbooks, incident reports, or internal technical documentation. Ability to read and understand code written in one or more of the following languages: JavaScript, TypeScript, Rust, Python, or PHP. You do not need to be a developer, but you must be comfortable navigating a codebase to trace an issue. Solid working knowledge of MySQL and PostgreSQL — capable of writing and running SELECT queries, reading schema structures, joining tables, and interpreting query results to investigate data-related issues. Ability to systematically isolate the source of an issue using logs, error messages, and available tooling, rather than guessing. Strong communication skills, both written and verbal, with the ability to explain technical issues to non-technical audiences. Disciplined in documentation — every incident should be traceable from the first report to resolution or handover. Willingness and ability to be on-call 24/7 on a rotating basis, responding to critical incidents promptly regardless of time. Experience with web application monitoring tools such as Sentry, Datadog, New Relic, or similar is a plus. Familiarity with RESTful APIs and the ability to test endpoints using Postman or cURL are pluses. Basic understanding of cloud infrastructure (AWS, GCP, or Azure) and how web applications are deployed and served is a plus.