Application Support Engineer

October 23

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Cresta

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SaaS • Artificial Intelligence • Enterprise

Cresta is an enterprise-grade AI platform that focuses on enhancing contact center operations. By employing a unified platform for human and virtual agents, Cresta aims to improve customer experience, increase revenue, and reduce costs. The platform integrates AI to assist with sales, customer care, retention, and collections, providing real-time guidance and insights. Cresta's AI capabilities include conversation intelligence, agent assistance, quality management, and virtual agents. With a focus on automation and augmentation, Cresta seeks to transform workflows and customer interactions across various industries, including telecommunications, finance, and retail.

51 - 200 employees

☁️ SaaS

🤖 Artificial Intelligence

🏢 Enterprise

📋 Description

• 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 technical point of contact for customer inquiries, providing clear, concise, and empathetic communication via email and our support portal. • Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, ensuring timely resolution and feedback. • Create and maintain comprehensive documentation, FAQs, and knowledge base articles to empower both customers and internal teams. • Replicate customer environments and issues to identify root causes and verify solutions. • Develop deep product knowledge, understanding architecture, functionality, and common use cases. • Identify recurring issues and contribute to process enhancements that improve the customer support experience and product quality. • Participate in a rotational on-call schedule for urgent issues outside regular business hours.

🎯 Requirements

• 4+ years of experience in a technical support, helpdesk, or customer-facing engineering role. • Strong 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. • APIs (automation, collaboration, and data extraction/changes through HTTP methods). • Network architecture and components. • Server OS and hardware troubleshooting. • Application log analysis. • Telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP). • 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.

🏖️ Benefits

• Comprehensive medical, dental, and vision coverage with plans to fit you and your family • Flexible PTO to take the time you need, when you need it • Paid parental leave for all new parents welcoming a new child • Retirement savings plan to help you plan for the future • Remote work setup budget to help you create a productive home office • Monthly wellness and communication stipend to keep you connected and balanced • In-office meal program and commuter benefits provided for onsite employees