Cresta - Application Support Engineer
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Requirements
• 2-4 years of experience in a technical support, helpdesk, or customer-facing engineering role. • Strong problem-solving and analytical skills, with the ability to deconstruct complex issues. • Excellent written and verbal communication skills, capable of translating technical details for both technical and non-technical audiences. • Proficiency in: • Web hosting technologies. • APIs (automation, collaboration, and data extraction/changes through HTTP methods). • Application log analysis. • Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA). • A customer-centric mindset with a genuine desire to deliver excellent service. • Ability to work independently and collaboratively in a fast-paced environment. • Experience managing or integrating SaaS applications or CCaaS platforms (e.g., Avaya, Five9, Genesys) and telephony infrastructure. • Experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS for file repositories and databases). • Familiarity with Kubernetes for containerized applications. • Basic scripting skills (e.g., Python, PowerShell, Bash) for automation or data analysis. • Experience with logging and monitoring tools (e.g., Datadog, Grafana, Groundcover). • Fluency in additional languages. • A degree in Computer Science, Engineering, or a related technical field. • Telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP). • Network architecture and components. • Server OS and hardware troubleshooting.
Responsibilities
• Technical Issue Resolution: Investigate, diagnose, and resolve intricate technical issues related to API integrations, databases, servers, microservice performance, web hosting, telephony and network technologies, and containerized applications. • Technical Issue Resolution: • Customer Advocacy: Serve as the primary technical point of contact for customer inquiries, providing clear, concise, and empathetic communication via email and our support portal. • Customer Advocacy: • Collaboration & Escalation: Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, ensuring timely resolution and feedback. • Collaboration & Escalation: • Knowledge Management: Create and maintain comprehensive documentation, FAQs, and knowledge base articles to empower both customers and internal teams. • Knowledge Management: • Issue Reproduction & Testing: Replicate customer environments and issues to identify root causes and verify solutions. • Issue Reproduction & Testing: • Product Expertise: Develop deep product knowledge, understanding architecture, functionality, and common use cases. • Product Expertise: • Process Improvement: Identify recurring issues and contribute to process enhancements that improve the customer support experience and product quality. • Process Improvement: • On-Call Support: Participate in a rotational on-call schedule for urgent issues outside regular business hours. • On-Call Support:
Benefits
• We offer a comprehensive and people-first benefits package to support you at work and in life: • Comprehensive medical, dental, and vision coverage with plans to fit you and your family • Flexible PTO to take the time you need, when you need it • Paid parental leave for all new parents welcoming a new child • Retirement savings plan to help you plan for the future • Remote work setup budget to help you create a productive home office • Monthly wellness and communication stipend to keep you connected and balanced • In-office meal program and commuter benefits provided for onsite employees • Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table. • **We are hiring for multiple levels for this role so base salary will be determined based on level of experience*** • We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates' personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to [email protected]
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