Customer Support Engineer

Title: Customer/ Application Support Engineer (Application Support Focus) Location: DFW, TX Workplace type: remote but high preference to Dallas for team builders and meetings Type: direct Hire- full time Pay: 100k+/yearly salary (w2 candidates only for direct hire) IV process: 3 rounds- looking to hire immediately +full time role with benefits, pto, sick leave and more (directly from the client) Must Haves: Experience as an Application Support Engineer (NOT pre-sales) Hands-on experience supporting and troubleshooting SaaS applications in a production environment Strong AWS experience (logs, debugging, working within cloud services) SQL proficiency (writing and troubleshooting database queries) Scripting experience (Python, Bash, or similar) Strong troubleshooting and problem-solving skills in technical environments Customer-facing experience with the ability to communicate effectively with clients Must be local to the DFW area (required for team collaboration) Nice to Have: Experience with IVR, contact center, voice, or CCaaS platforms (Cisco, Avaya, etc.) Experience supporting applications during implementation or onboarding Background in a tech company supporting SaaS platforms in live environments Role Scope: Supporting customer onboarding and go-live alongside Customer Success, Delivery, and Engineering teams Working directly with customers on technical issues including security, compliance, and integrations Investigating and resolving complex technical issues across AWS environments, APIs, and databases Owning technical troubleshooting from initial issue through resolution, with escalation support from engineering when needed Customer Support Engineer We are seeking a hands-on Customer Support Engineer (Application Support Engineer) for a highly technical, customer-facing role focused on troubleshooting, supporting, and optimizing SaaS applications for enterprise customers. Role Overview The Customer Support Engineer will serve as a key technical resource during customer onboarding and ongoing support. This role partners closely with Customer Success, Delivery, Training, and Engineering to ensure smooth deployments and long-term customer success through strong technical troubleshooting and support. Responsibilities include: Partnering with client stakeholders during onboarding and implementation Supporting software implementation, tenant setup, and key creation Conducting performance testing and validating system readiness Providing post-implementation support and troubleshooting Investigating and resolving complex issues within AWS environments, APIs, and databases Ensuring customers are fully operational and successful after launch Once customers are live, the role transitions into a reactive support function focused on resolving technical issues, delivering updates, and minimizing escalations through strong technical expertise and relationship management. Technical Responsibilities Work with API integrations and execute SQL queries to support troubleshooting and issue resolution Analyze historical data and identify root causes of technical issues Gather and document technical requirements Collaborate with Engineering to improve system usability and support processes Develop support documentation and troubleshooting guides Note: This is not a software development role. The position focuses on troubleshooting, supporting, and optimizing systems rather than building APIs or production-level code. Technical Focus Primary responsibilities include: Investigating AWS logs and system behavior Running SQL queries for troubleshooting and validation Using scripting (Python, Bash, etc.) for analysis and issue resolution Supporting and troubleshooting API integrations Preferred Experience Telephony or contact center experience is a plus but not required. Candidates with strong SaaS application support backgrounds will be highly considered. Examples of relevant technologies: Cisco (Webex, UCCX, UCCE, Collaboration) Avaya (Aura) CCaaS platforms Ideal Candidate Profile Hands-on Application Support Engineer who enjoys solving complex technical problems Not pre-sales focused—thrives in post-sale support environments Experience supporting live SaaS applications in a technical environment Comfortable working directly with customers while troubleshooting issues Strong communicator who can bridge technical and non-technical conversations Additional Information The organization emphasizes fast, efficient implementations, aiming to launch customers quickly This role is critical to ensuring successful delivery and ongoing customer satisfaction The company works primarily with community-focused financial institutions Opportunity to make a significant impact within a fast-growing, collaborative team Location & Work Environment Preferred location: Dallas–Fort Worth area (DFW required for team alignment) Team participates in monthly in-person gatherings for collaboration and team building Show more Show less