Application Support Engineer (PCS941)

Hire Overseas

3d • Remote

About The Position

The Application Support Engineer supports top customers of an AI app-building platform, helping non-technical business owners build and scale their applications. The role combines customer-facing technical support with engineering work: resolving production issues in customer apps, advising on architecture, assisting with integrations, and improving the underlying platform or AI agent to prevent recurring issues. The engineer also builds automations and tooling to scale support workflows, maintains clear documentation, and handles platform incident communication during working hours. The role is fully remote and requires working standard Sydney business hours. It offers an open path to transition into software engineering, pre-sales engineering, or post-sales engineering after 6 to 12 months.

Requirements

• Strong TypeScript and React background.
• Solid modern web application fundamentals, including HTTP, APIs, authentication, and databases.
• Proven ability to debug production issues using logs, traces, reproductions, and minimal test cases.
• Strong systems and architecture thinking, including scalability, reliability, performance, and security basics.
• Excellent written communication that is clear, simple, concise, and tailored to the audience.
• Prior experience in a customer-facing role such as support, sales, or pre-sales.
• A track record of closing 50 or more tickets per day.
• Ability to ship quickly, iterate, and correct mistakes promptly.
• Attention to detail and pride in producing simple, self-service solutions.
• Willingness to work hard and operate at any level to get things done.
• Availability to work standard Sydney business hours.

Nice To Haves

• Experience with Postgres, Redis, ClickHouse, Hono, Drizzle ORM, Temporal, or Tailwind.
• Experience with Cloudflare or AWS and infrastructure-as-code tools such as CDK or Terraform.
• Experience building with AI SDKs and LLM-based applications.
• Experience building automations or internal tooling to scale a support function.
• Experience managing platform incidents and public status communications.
• Experience supporting non-technical or small-business customers.

Responsibilities

• Resolve customer app issues, including fixing bugs, advising on architecture, and helping with integrations.
• Explain technical problems and fixes clearly to non-technical customers.
• Debug production issues using logs, traces, reproductions, and minimal test cases.
• Close tickets at high volume while maintaining quality and ensuring customers are fully helped.
• Improve the platform or AI agent based on customer issues so problems do not recur.
• Identify recurring ticket patterns and flag product gaps that cause customer pain.
• Work with engineering to ship fixes quickly and verify that they work.
• Maintain public and internal documentation, including known issues, guides, and answers.
• Create self-service resources from repeated customer questions.
• Build tooling, scripts, automations, and AI-assisted workflows to reduce repetitive work and speed up support.
• Continuously improve support processes and workflows.
• Serve as the first point of contact for platform incidents during working hours.
• Manage the public status page and customer communications during incidents.
• Coordinate incident diagnosis and resolution with engineering and provide updates through closure.

Benefits

• Paid in USD, with payments made bi-monthly on the 15th and 30th.
• Paid time off in accordance with company policy.
• Holidays observed according to company guidelines.
• 100% remote work setup.
• Opportunity to transition into software engineering, pre-sales engineering, or post-sales engineering after 6 to 12 months.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed