​This is a full-time, remote Application Support Engineer role at Cresta, a fast-growing digital health SaaS company using AI to revolutionize contact centers. The engineer will serve as a crucial technical link between customers and product development, specializing in diagnosing and resolving intricate technical issues related to API integrations, databases, microservices, and specialized telephony protocols. This role requires participating in a rotational on-call schedule and adherence to a Sunday–Thursday work week.

• ​Location: Remote, United States.
• ​Salary Range: $90,000–$160,000K base + Bonus + Equity.
• ​Schedule: Sunday – Thursday, 8 am–5 pm ET, plus a rotational on-call schedule.
• ​Experience: 4+ years of experience in a technical support, helpdesk, or customer-facing engineering role.
• ​Focus: Advanced technical troubleshooting, API and database analysis, VoIP/telephony protocol support (SIP/RTP), and collaborating closely with Engineering to drive resolution.

​What You’ll Do: Advanced Resolution and Advocacy

​The engineer ensures high customer satisfaction by providing expert technical solutions and clear communication.

• ​Technical Issue Resolution: Investigate, diagnose, and resolve intricate technical issues related to:
  • ​API integrations, databases, servers, and microservice performance.
  • ​Telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP).
  • ​Web hosting and network technologies.
• ​Collaboration & Escalation: Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, and replicate customer environments to identify root causes.
• ​Customer Advocacy: Serve as the primary technical point of contact, providing clear, concise, and empathetic communication.
• ​Knowledge Management: Create and maintain comprehensive documentation, FAQs, and knowledge base articles.
• ​Process Improvement: Identify recurring issues and contribute to process enhancements that improve the customer support experience.

​Required Technical Skills and Experience

​The role requires mandatory experience in complex systems, networking, and specialized communication protocols.

• ​Experience: 4+ years in a customer-facing support or engineering role.
• ​Core Technical Proficiency (Required):
  • ​Telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP).
  • ​APIs (automation, collaboration, and data extraction/changes through HTTP methods).
  • ​Application log analysis.
  • ​Network architecture and components.
  • ​Server OS and hardware troubleshooting.
• ​Tools: Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA).
• ​Bonus Skills:
  • ​Experience managing or integrating CCaaS platforms (e.g., Avaya, Five9, Genesys).
  • ​Experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS) and Kubernetes.
  • ​Basic scripting skills (e.g., Python, PowerShell, Bash).
  • ​Experience with logging and monitoring tools (e.g., Datadog, Grafana).