Cresta
AI
ApplicationSupportEngineer
Neural analysis suggests this role is
optimal for Mid candidates.
“Application Support Engineer at Cresta. Skills: Technical Issue Resolution, API integrations, Databases, Servers, Microservice performance, Web hosting, Telephony, Network technologies, Containerized applications, Application log analysis, Customer Support. Investigate, diagnose, and resolve intricate technical issues related to API integrations, databases, servers, microservice performance, web hosting, telephony and network technologies, and containerized applications. Serve as the primary tec”
What You'll Achieve.
Ensure a smooth and successful customer experience; Transforming complex issues into clear, actionable solutions; Improve the customer support experience and product quality
Industry & Context.
Solving complex technical challenges; Deconstruct complex issues; Identify root causes
Monday–Friday, 4: 00 PM – 12: 00 AM schedule, Required every other weekend (full weekend coverage) on-call rotation, On-Call Support
What They're Looking For.
Must Have
2-4 years of experience in a technical support, helpdesk, or customer-facing engineering role, problem-solving and analytical skills, with the ability to deconstruct complex issues, Excellent written and verbal communication skills, capable of translating technical details for both technical and non-technical audiences, Proficiency in Web hosting technologies, Proficiency in APIs (automation, collaboration, and data extraction/changes through HTTP methods), Proficiency in Application log analysis, Experience with support ticketing systems (e. g. , Zendesk, Linear, JIRA), A customer-centric mindset with a genuine desire to deliver excellent service, Ability to work independently and collaboratively in a fast-paced environment
Nice to Have
Experience managing or integrating SaaS applications or CCaaS platforms (e. g. , Avaya, Five9, Genesys) and telephony infrastructure, Experience with cloud-based hyperscaler solutions (e. g. , AWS S3/RDS/EKS for file repositories and databases), Familiarity with Kubernetes for containerized applications, Basic scripting skills (e. g. , Python, PowerShell, Bash) for automation or data analysis, Experience with logging and monitoring tools (e. g. , Datadog, Grafana, Groundcover), Fluency in additional languages, A degree in Computer Science, Engineering, or a related technical field, Telephony signaling protocols for VOIP (SIP/SIPrec, H. 323) and media control protocols (RTP), Network architecture and components, Server OS and hardware troubleshooting
What You'll Do.
and resolve intricate technical issues related to API integrations
microservice performance
telephony and network technologies
and containerized applications
Serve as the primary technical point of contact for customer inquiries
Create and maintain comprehensive documentation
and knowledge base articles
Replicate customer environments and issues to identify root causes and verify solutions
Develop deep product knowledge
understanding architecture
Identify recurring issues and contribute to process enhancements
Participate in a rotational on-call schedule for urgent issues outside regular business hours
How You'll Work.
Team & Collaboration
Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents; Ensuring timely resolution and feedback; Collaborate with internal teams
Communication Scope
Excellent written and verbal communication skills; Capable of translating technical details for both technical and non-technical audiences; Clear, concise, and empathetic communication
Full Job Description
Cresta is on a mission to turn every customer conversation into a competitive advantage by unlocking the true potential of the contact center. Our platform combines the best of AI and human intelligence to help contact centers discover customer insights and behavioral best practices, automate conversations and inefficient processes, and empower every team member to work smarter and faster. Born from the prestigious Stanford AI lab, Cresta's co-founder and chairman is Sebastian Thrun, the genius behind Google X, Waymo, Udacity, and more. Our leadership also includes CEO, Ping Wu, the co-founder of Google Contact Center AI and Vertex AI platform, & co-founder, Tim Shi, an early member of Open AI. We’ve assembled a world-class team of AI and ML experts, go-to-market leaders, and top-tier investors including Andreessen Horowitz, Greylock Partners, Sequoia, and former AT&T CEO John Donovan. Our valued customers include brands like Intuit, Cox Communications, Hilton, and Carmax and we’ve been recognized by Forbes and Bain Consulting as one of the top private AI companies in the world. Join us on this thrilling journey to revolutionize the workforce with AI. The future of work is here, and it's at Cresta. Schedule: Monday–Friday, 4:00 PM – 12:00 AM Weekend Rotation: Required every other weekend (full weekend coverage) 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 customers, and serving as a crucial link between our customers and product development. You will be instrumental in ensuring a smooth and successful customer experience by transforming complex issues into clear, actionable solutions. What You'll Do: Technical Issue Resolution: Investigate, diagnose, and resolve intricate technical issues related to API integrations, databases, servers, microservice performance, web hostin
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