Application Support Engineer

Built is hiring an Application Support Engineer to support a knowledge management SaaS platform used by enterprise customers worldwide.

This is a hands-on technical support role focused on investigating and resolving incidents and service requests in a production SaaS environment. The successful candidate will serve as the first point of contact for customers, analyze application behavior, troubleshoot integrations and data-related issues, and collaborate with Engineering and DevOps when deeper technical support is required.

This position is best suited for someone with experience supporting B2B SaaS applications who is comfortable working with SQL databases, REST APIs, logs, cloud environments, and structured incident-management processes.

The ideal candidate is customer-oriented, communicates clearly in English, documents work carefully, and approaches technical issues in a structured and analytical way.

Key Responsibilities

• Serve as the first point of contact for technical incidents and service requests from enterprise B2B customers through a ticketing system, email, and remote sessions
• Analyze, troubleshoot, and resolve application issues across a multi-tenant SaaS platform
• Investigate application logs, REST APIs, database queries, and integrations to identify root causes
• Collaborate with DevOps and Engineering teams to resolve defects and improve product stability
• Support structured SaaS processes involving incident, problem, change, and SLA management
• Assist customers with onboarding, platform configuration, and content-related questions
• Maintain clear records of customer issues, troubleshooting activities, and resolutions
• Contribute to internal documentation and customer-facing knowledge base improvements
• Support proactive monitoring and continuous improvements to support processes
• Communicate technical findings and next steps clearly to customers and internal stakeholders

Required Skills

• 1–3 years of professional experience in B2B SaaS application support
• Degree in Computer Science, Business Informatics, or a related field, or equivalent practical experience
• Good understanding of production SaaS environments
• Basic knowledge of cloud platforms such as Microsoft Azure, AWS, or Google Cloud Platform
• Experience working with SQL databases and analyzing database queries
• Ability to investigate and troubleshoot data-related application issues
• Experience troubleshooting REST APIs, system integrations, and web-based applications
• Understanding of structured incident and SLA management processes
• Basic understanding of ITIL principles
• Strong analytical and problem-solving abilities
• Clear and professional customer communication skills
• Ability to document technical work in a structured and detailed manner
• Fluent written and spoken English

Nice-to-Have Skills

• Familiarity with knowledge management platforms
• Experience supporting customer service, CRM, or IT service management platforms
• Experience collaborating directly with DevOps or software engineering teams
• Experience supporting enterprise customers in multi-tenant SaaS environments
• Familiarity with proactive application monitoring and knowledge base management