Application Support Engineer

We are seeking an Application Support Engineer to partner closely with our Product and Engineering teams to investigate, troubleshoot, and resolve complex application, data, and integration issues across our internal and customer‑facing systems. This role goes beyond reactive support. You will not only resolve issues, but also identify systemic root causes, propose long‑term fixes, and help improve the reliability, scalability, and usability of our platforms as the business grows.

You will serve as a critical bridge between Engineering, Product, and business stakeholders—ensuring issues are diagnosed accurately, resolved efficiently, and prevented in the future.

• Investigate and resolve application issues related to:
• End-user (customer) bugs and outages
• Internal employee access, permissions, and licensing across digital platforms
• API integrations, event replays, and data synchronization issues
• Review and analyze application logs, alerts, and errors using tools such as Sentry.io and
• Troubleshoot web applications across the full stack (frontend, backend, APIs, and integrations)

• Provide hands‑on support for data integrity and system accuracy, including:
• Record corrections and data cleanup
• Duplicate detection and resolution
• Integration troubleshooting and correction
• Support and administer business systems including Salesforce
  , with exposure to Shopify and Office 365 preferred
• Assist internal teams with reporting, data access, and system usage issues

• Partner with Product and Engineering to:
• Triage and prioritize issues
• Reproduce bugs and provide detailed technical context
• Validate fixes and releases
• Act as a technical liaison for non-technical stakeholders, translating issues into actionable engineering requirements

• Identify patterns in recurring issues and propose systemic solutions to improve platform stability
• Contribute to documentation, runbooks, and operational best practices
• Recommend process, tooling, and architectural improvements to support scale
• Help improve monitoring, alerting, and incident response workflows

• 3+ years of experience in Application Support
  , Technical Support
  , Systems Engineering
  , or a similar role
• Strong experience troubleshooting web applications and APIs
• Hands‑on experience reviewing logs, errors, and alerts (e.g., Sentry, Datadog, Splunk, Salesforce logs)
• Solid understanding of:
• REST APIs and webhooks
• Data flows and integrations
• Ability to perform structured root‑cause analysis and clearly document findings
• Strong communication skills and comfort working cross‑functionally

• Experience with Shopify or other e‑commerce platforms
• Experience administering Office 365 (users, permissions, licensing)
• Familiarity with SQL or data querying tools
• Experience working in a high‑growth or startup environment
• Exposure to incident management, on‑call rotations, or production support