Application Support Engineer

LIFELENZ•Chicago, IL

About The Position

The Support Engineer at LIFELENZ is responsible for diagnosing, resolving, and preventing complex customer issues across our production platform. This role sits at the intersection of customer experience, product behavior, and engineering. Support Engineers investigate system behavior, analyze data and logs, identify root causes, and work closely with Engineering, Product, and Client teams to deliver durable resolutions. The role requires strong technical aptitude, excellent written communication, disciplined execution, and deep product mastery. This is a hands-on role with accountability for customer outcomes, system reliability from the outside-in, and the quality of operational knowledge captured for future use.

Requirements

Strong technical troubleshooting skills, including the ability to reason through complex systems and ambiguous problem statements.
Experience working with web-based applications, APIs, and backend systems.
Comfort reading logs, interpreting system behavior, and performing structured root cause analysis.
Excellent written communication skills, with the ability to explain technical issues clearly and concisely.
Demonstrated ability to manage multiple concurrent issues while maintaining attention to detail and follow-through.
A strong sense of ownership and accountability for customer outcomes.

Nice To Haves

Experience supporting workforce management, HR tech, fintech, or compliance-heavy platforms.
Familiarity with SQL and relational databases (e.g., PostgreSQL) for data investigation and validation.
Exposure to cloud-based environments (e.g., AWS) and distributed systems.
Experience collaborating directly with software engineering teams on defects, incidents, and product improvements.
Background working with enterprise customers in high-availability or SLA-driven environments.

Responsibilities

Own the end-to-end resolution of complex customer issues, from triage through root cause analysis and resolution.
Diagnose issues across application behavior, configuration, integrations, data, and platform workflows using logs, metrics, and system tools.
Provide timely, accurate, and high-quality written responses to customers that explain both what happened and why , tailored to technical and non-technical audiences.
Consistently meet or exceed SLA commitments for response and resolution while maintaining quality and completeness of work.
Maintain excellent ticket hygiene, including clear documentation of investigation steps, findings, decisions, and outcomes to ensure continuity and avoid duplicated effort.
Identify recurring issues, product gaps, or operational friction and proactively raise them with Engineering and Product partners, supported by evidence and impact analysis.
Collaborate closely with Software Engineers, Product Managers, and Client Success teams during incident response, escalations, and post-incident reviews.
Contribute to internal and external knowledge bases by documenting known issues, troubleshooting guides, and best practices.
Participate in on-call or escalation rotations as required to support a global customer base.
Continuously build deep expertise in the LIFELENZ platform, including workflows, data models, and real-world customer use cases.