​DriveCentric, a premier automotive CRM and AI marketing company, is seeking an Application Support Engineer III to join its Application Support team. This role is a key technical contributor to the “Protector of Production” mission, responsible for handling complex escalations and serving as the bridge between customer support and Tier 3 engineering.

• ​Success Defined By: Extreme ownership, relentless problem-solving, and strong technical/business judgment.
• ​Experience: 3+ years of combined experience in full-stack software engineering and technical customer support.
• ​Focus: Tier 2 engineering support, root cause analysis, on-call rotation management, debugging code, and mastering technical architecture to solve complex customer escalations.

​Key Responsibilities: Technical Escalation and Production Protection

​The Engineer III uses engineering skills to perform deep troubleshooting and analysis, ensuring application stability and customer satisfaction.

• ​Tier 2 Engineering Support: Function as the primary technical escalation point from customer support, diagnosing and resolving complex application and data issues that require deep product knowledge.
• ​On-Call Rotation: Participate in the Application Support on-call rotation, serving as the primary technical escalation point after hours.
• ​Troubleshooting & RCA: Conduct thorough investigation and root cause analysis (RCA) of escalated customer support tickets. Document findings and identify patterns to recommend systematic improvements.
• ​Product Expertise: Develop deep product expertise across both user workflows and technical architecture. Serve as a product expertise resource during priority (Px) incidents, partnering with Site Reliability (SRE) to assess customer impact.
• ​Automation & Handoff: Identify common patterns and develop self-service tools for Customer Success Managers. Manage escalation and handoff of non-standard issues to Tier 3 engineering support.

​Required Technical Requirements

• ​Experience: 3+ years in full-stack software engineering and technical customer support. Previous customer-facing role experience required.
• ​Full-Stack Proficiency: Demonstrate working knowledge and intermediate proficiency with several of the following technologies: AWS, C# .NET, APIs, SQL databases, Angular, TypeScript, JavaScript, and HTML.
• ​Code Capability: Ability to read code, perform basic debugging, and understand system architecture.
• ​Problem Solving: Experience in analyzing and troubleshooting web application performance issues. Data-driven approach to problem-solving.
• ​Soft Skills: Exceptional communication skills, a customer service mindset (patience, empathy), and a strong sense of ownership.

​Pluses (Highly Desirable)

• ​Experience with automated monitoring and alerting systems (Elastic APM, Kibana, Grafana).
• ​Experience with event-driven architectures (Kafka).
• ​Experience with enterprise ticketing systems (Jira Service Management, Zendesk).
• ​Experience with API testing tools (Postman, Insomnia).
• ​Experience with the automotive industry or SaaS CRM platforms.