Application Support Engineer

Application Support Engineer | Enterprise SaaS

Location: Brazil (100% Remote)

Employment Type: Full-Time Contractor

Experience Level: Mid-Level

About the Opportunity

Built by Upstart13 is hiring an Application Support Engineer for an established international enterprise software company expanding its customer support operations.

You'll support a B2B SaaS knowledge management platform used by enterprise customers to organize information, improve workflows, and provide better customer service.

We're looking for someone who enjoys solving customer problems, has strong hands-on technical troubleshooting skills, and can take ownership of issues from the initial report through resolution.

This role includes a significant customer care component. You'll handle everyday customer tickets and straightforward product questions, as well as more complex Level 2 technical support cases.

This is an individual contributor position for someone who enjoys working directly with customers and staying hands-on with technical support.

Key Responsibilities

• Serve as a primary technical point of contact for B2B SaaS customers through tickets, email, and remote sessions.
• Handle both routine customer inquiries and Level 2 technical issues involving application behavior, APIs, integrations, authentication, data, and performance.
• Troubleshoot production application issues using SQL queries, application logs, REST APIs, and monitoring tools.
• Investigate integration failures, authentication issues, data inconsistencies, application errors, and performance problems.
• Diagnose production problems involving AWS, Azure, or GCP, using relevant logs, metrics, and cloud services.
• Own support cases from initial triage through resolution, keeping customers informed throughout the process.
• Prioritize requests based on business impact, severity, and SLA requirements.
• Reproduce issues, identify root causes, document findings, and escalate complex cases to Engineering or DevOps with clear technical evidence.
• Support customer onboarding, configuration, and product-related requests.
• Create and improve troubleshooting documentation, knowledge base articles, and support processes.
• Collaborate with international Support, Product, Engineering, and DevOps teams.

Required Qualifications

• 3+ years of hands-on technical or application support experience, ideally supporting external enterprise B2B SaaS customers.
• Proven experience troubleshooting production application issues, not just general IT infrastructure or desktop support.
• Hands-on SQL experience (PostgreSQL, MySQL, SQL Server, Oracle, or similar), including investigating production data issues and identifying root causes.
• REST API and integration troubleshooting experience, including investigating requests, responses, authentication, payloads, and errors using tools such as Postman.
• Practical experience troubleshooting production issues in AWS, Azure, or GCP, including investigating logs, monitoring data, or cloud service configurations.
• Experience with application monitoring and observability tools such as Datadog, New Relic, Splunk, Grafana, CloudWatch, or similar.
• Familiarity with incident management, SLAs, escalation processes, and root-cause analysis.
• Experience working directly with customers, explaining technical problems clearly, and managing expectations.
• Professional English proficiency, both written and spoken, for daily communication with international customers and teams.
• Strong troubleshooting skills, ownership, and the ability to work independently in a remote environment.
• Comfortable handling both simple customer requests and deeper technical investigations.

Nice to Have

• Experience with multi-tenant SaaS applications.
• SSO, OAuth, SAML, webhooks, or third-party integrations.
• ITIL knowledge or certification.
• Experience with Jira, ServiceNow, Zendesk, Salesforce, or similar support platforms.
• Basic Python, Bash, or PowerShell scripting.
• Experience supporting knowledge management or customer service platforms.

What We're Looking For

• Someone who genuinely enjoys Application Support.
• You should be comfortable helping a customer with a simple product question and then switching to investigating a database issue, failed integration, or production incident.
• We're looking for a hands-on engineer with strong technical judgment, clear communication, a customer-first mindset, and the motivation to grow within a technical support function.
• No software development or coding responsibilities are required for this position.

Why Join?

• Work remotely from Brazil with an international team.
• Support an established enterprise SaaS platform.
• Gain exposure to global customers and complex production environments.
• Work closely with Engineering, Product, and DevOps teams.
• Contribute to the growth and improvement of an expanding international support operation.
• Receive compensation in USD.