Role Overview
We're looking for a self-starter who thrives in a very fast-paced environment, embraces AI, and is self-driven in owning work end-to-end to be successful in this role.
The Application Support Engineer provides L2/L3 production support for a telecom application platform used to manage customer connectivity, provisioning workflows, integrations, and service operations. This role is operationally critical and focuses on incident ownership, SLA adherence, high-quality troubleshooting, and disciplined execution of support processes.
This is a remote role operating on US Central Time support hours and is designed for engineers who demonstrate strong ownership, structured troubleshooting, and consistent performance in a fast-paced support environment.
Primary Responsibilities & Duties
Production & Incident Support (Core Accountability)
- Own assigned tickets end-to-end, ensuring timely initial response, investigation, resolution, and closure.
- Triage, troubleshoot, and resolve L2/L3 application issues related to authentication, provisioning workflows, integrations, and API-driven processes.
- Meet or exceed defined SLA targets for response and resolution.
- Correctly classify incident, service request, and problem and follow the appropriate workflow.
- Escalate effectively and early with complete technical context when required.
Troubleshooting & Root Cause Analysis
- Apply structured troubleshooting techniques to isolate application, workflow, or integration issues.
- Analyze request/response behavior, error handling, and system feedback for API-driven operations.
- Participate in root cause analysis for recurring or high-impact issues and contribute to preventive actions.
Customer & Stakeholder Communication
- Provide clear, accurate, and timely updates aligned with communication standards.
- Translate technical issues into clear impact statements during incidents and escalations.
- Maintain professional, audit-ready ticket updates.
Operational Excellence & QA Compliance
- Follow documented SOPs, escalation paths, and support workflows consistently.
- Maintain high-quality ticket documentation aligned with the Support QA Framework, including:
- Correct categorization and prioritization
- Clear issue description and resolution details
- Accurate timelines, ownership, and next steps
- Demonstrate consistent performance across: SLA compliance, troubleshooting quality, communication, documentation, and ownership.
Knowledge Management & Continuous Improvement
- Create and maintain troubleshooting guides, runbooks, and knowledge base articles.
- Identify recurring issues, process gaps, or tooling limitations and recommend improvements.
- Support platform transitions or system migrations by adhering to updated processes and tooling.
Experience
Required Qualifications
- 35+ years of experience in Application Support, Technical Support, or Operations roles.
- Proven experience supporting production applications with SLA accountability.
- Experience supporting API-driven platforms or integration-heavy systems.
- Ability to work effectively in a remote, shift-based support environment.
Technical Skills
- Strong understanding of web-based application platforms and system integrations.
- Experience troubleshooting API calls, request/response flows, and error codes.
- Hands-on experience with API testing tools (e.g., Postman or equivalent) for validation and troubleshooting.
- Familiarity with ticketing systems and ITSM concepts (Incident, Problem, Change).
- Exposure to telecom platforms, multi-carrier/MNO environments, or connectivity services is a strong plus.
Behavioral & Performance Expectations (Non-Negotiable)
- Consistent adherence to SLAs, SOPs, and QA standards.
- Demonstrates ownership and accountability until resolution.
- Communicates proactively and escalates appropriately.
- Produces accurate, complete, and audit-ready ticket documentation.
- Able to work independently with minimal supervision.
This Role Is Not a Fit If You
- Miss SLAs or delay customer updates.
- Do not follow documented support processes.
- Avoid ownership or escalate late without sufficient context.
- Struggle with structured troubleshooting or documentation discipline.
Work Arrangement
- Remote role
- US Central Time support hours
- Participation in incident bridges or extended support may be required during critical events
Success Metrics
- SLA compliance (initial response and resolution)
- QA audit scores across documentation, communication, and troubleshooting
- Reduction in repeat incidents
- Stakeholder and customer satisfaction
- Contribution to knowledge base and process improvements
