Firstsource
Application Support Engineer
London
Posted about 12 hours ago
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About the Role
We are seeking a highly motivated and technically proficient Application Support Engineer to join our growing Customer Success team. This role is ideal for individuals who enjoy solving complex technical challenges, assisting enterprise customers, and serving as a crucial link between our customers and product development teams. You will be instrumental in ensuring a smooth, highly reliable, and successful customer experience by transforming complex issues across our real-time AI and telephony stack into clear, actionable solutions.
What You'll Do
- Layered Full-Stack Troubleshooting: Apply a structured, repeatable methodology—rather than guesswork—to investigate, diagnose, and resolve intricate technical issues across the full stack, including UI, application logic, database, network, and live data ingestion layers.
- Database & Data Layer Investigation: Comfortably reproduce and investigate issues directly against the database with deep query and index awareness, going beyond dashboard telemetry to isolate data integrity and query performance issues.
- Customer Advocacy & Critical Incident Response: Serve as the primary technical point of contact for customer inquiries with clear, concise, and empathetic communication. Maintain calm, proactive, and authoritative communication under pressure, especially during Sev0/Sev1 critical incidents.
- Cross-Functional Collaboration & Escalation: Partner closely with Engineering, Product, and Sales teams to reproduce bugs and escalate critical incidents, using strong coding and API literacy to communicate precisely with development teams.
- Knowledge Management & "No Siloed Knowledge": Create and maintain comprehensive documentation, FAQs, and knowledge base articles. Champion a collaborative 'no siloed knowledge' culture by conducting post-incident reviews, sharing root cause analysis (RCA), and documenting edge-case resolutions.
- AI-Powered Operations: Incorporate practical, daily use of modern AI tooling to accelerate troubleshooting, log parsing, pattern discovery, and technical documentation workflows.
- Issue Reproduction & Environment Testing: Replicate complex customer environments and configurations locally or in cloud sandboxes to pinpoint root causes, test patches, and verify customer solutions.
- Continuous Process Improvement: Identify recurring platform defects or architectural patterns and proactively drive process and product enhancements to elevate support quality.
- On-Call Support: Participate in a rotational on-call schedule for urgent production issues and mission-critical support outside regular business hours.
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What You'll Bring
- 2–4 years of experience in a technical support, application engineering, or customer-facing engineering role.
- Strong analytical and problem-solving skills with a disciplined, hypothesis-driven approach to deconstructing full-stack system issues.
- Hands-on experience reproducing issues directly against databases with a working understanding of SQL queries, indexing, and execution patterns.
- Excellent written and verbal communication skills, capable of translating intricate technical realities for both engineering teams and non-technical customer stakeholders.
- Working familiarity with cloud infrastructure (AWS or Azure) and sufficient coding/scripting literacy (e.g., Python, Bash) to read stack traces, inspect API payloads, and reproduce bugs.
- Proficiency in web hosting technologies and modern REST APIs (automation, integration, and HTTP request/response debugging).
- Hands-on proficiency with application log analysis and observability platforms.
- Demonstrated ability to maintain composure and lead proactive communications during Sev0/Sev1 high-stakes customer incidents.
- Enthusiasm for and practical daily adoption of modern AI tooling to streamline troubleshooting and documentation.
- Experience working with enterprise support ticketing systems (e.g., Zendesk, Linear, JIRA).
- A customer-centric mindset with a collaborative, 'no siloed knowledge' ethos and a proven ability to thrive in fast-paced engineering environments.
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Bonus Points If You Have
- Telephony & Networking Exposure: Hands-on familiarity with packet-level inspection tools (e.g., Wireshark) and VoIP/telephony signaling and media protocols (SIP/SIPrec, RTP, H.323).
- Experience managing or integrating SaaS applications, CCaaS platforms (e.g., Avaya, Five9, Genesys), and contact center telephony infrastructure.
- Hands-on experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS or Azure equivalents for storage, databases, and compute).
- Familiarity with containerized applications and Kubernetes orchestration.
- Experience with enterprise logging and monitoring tools (e.g., Datadog, Grafana, Groundcover).
- Fluency in additional languages.
- A degree in Computer Science, Engineering, or a related technical field.
- Solid understanding of enterprise network architecture, firewalls, and server OS/hardware troubleshooting.
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