{"id":640,"date":"2025-11-19T12:37:25","date_gmt":"2025-11-19T12:37:25","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=640"},"modified":"2025-11-19T12:37:28","modified_gmt":"2025-11-19T12:37:28","slug":"application-support-engineer-iii-full-stack-tier-2-engineering-support","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/application-support-engineer-iii-full-stack-tier-2-engineering-support\/","title":{"rendered":"Application Support Engineer III \u2013 Full-Stack &#038; Tier 2 Engineering Support"},"content":{"rendered":"\n<p>\u200bDriveCentric, a premier automotive CRM and AI marketing company, is seeking an <strong>Application Support Engineer III<\/strong> to join its Application Support team. This role is a key technical contributor to the &#8220;Protector of Production&#8221; mission, responsible for handling complex escalations and serving as the bridge between customer support and Tier 3 engineering.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Success Defined By:<\/strong> Extreme ownership, relentless problem-solving, and strong technical\/business judgment.<\/li>\n\n\n\n<li>\u200b<strong>Experience:<\/strong> <strong>3+ years<\/strong> of combined experience in <strong>full-stack software engineering and technical customer support<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> Tier 2 engineering support, root cause analysis, on-call rotation management, debugging code, and mastering technical architecture to solve complex customer escalations.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200bKey Responsibilities: Technical Escalation and Production Protection<\/h3>\n\n\n\n<p>\u200bThe Engineer III uses engineering skills to perform deep troubleshooting and analysis, ensuring application stability and customer satisfaction.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Tier 2 Engineering Support:<\/strong> Function as the <strong>primary technical escalation point<\/strong> from customer support, diagnosing and resolving complex application and data issues that require deep product knowledge.<\/li>\n\n\n\n<li>\u200b<strong>On-Call Rotation:<\/strong> Participate in the <strong>Application Support on-call rotation<\/strong>, serving as the primary technical escalation point after hours.<\/li>\n\n\n\n<li>\u200b<strong>Troubleshooting &amp; RCA:<\/strong> Conduct thorough investigation and <strong>root cause analysis (RCA)<\/strong> of escalated customer support tickets. Document findings and identify patterns to recommend systematic improvements.<\/li>\n\n\n\n<li>\u200b<strong>Product Expertise:<\/strong> Develop <strong>deep product expertise<\/strong> 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.<\/li>\n\n\n\n<li>\u200b<strong>Automation &amp; Handoff:<\/strong> Identify common patterns and <strong>develop self-service tools<\/strong> for Customer Success Managers. Manage escalation and handoff of non-standard issues to Tier 3 engineering support.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200bRequired Technical Requirements<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Experience:<\/strong> 3+ years in full-stack software engineering and technical customer support. Previous customer-facing role experience required.<\/li>\n\n\n\n<li>\u200b<strong>Full-Stack Proficiency:<\/strong> Demonstrate working knowledge and intermediate proficiency with several of the following technologies: <strong>AWS, C# .NET, APIs, SQL databases, Angular, TypeScript, JavaScript, and HTML<\/strong>.<\/li>\n\n\n\n<li>\u200b<strong>Code Capability:<\/strong> <strong>Ability to read code, perform basic debugging<\/strong>, and understand system architecture.<\/li>\n\n\n\n<li>\u200b<strong>Problem Solving:<\/strong> Experience in analyzing and troubleshooting <strong>web application performance issues<\/strong>. Data-driven approach to problem-solving.<\/li>\n\n\n\n<li>\u200b<strong>Soft Skills:<\/strong> Exceptional communication skills, a customer service mindset (patience, empathy), and a strong sense of ownership.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200bPluses (Highly Desirable)<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200bExperience with automated monitoring and alerting systems (Elastic APM, <strong>Kibana, Grafana<\/strong>).<\/li>\n\n\n\n<li>\u200bExperience with event-driven architectures (<strong>Kafka<\/strong>).<\/li>\n\n\n\n<li>\u200bExperience with enterprise ticketing systems (<strong>Jira Service Management, Zendesk<\/strong>).<\/li>\n\n\n\n<li>\u200bExperience with <strong>API testing tools<\/strong> (Postman, Insomnia).<\/li>\n\n\n\n<li>\u200bExperience with the <strong>automotive industry<\/strong> or SaaS CRM platforms.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u200bDriveCentric, 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 &#8220;Protector of Production&#8221; mission, responsible for handling complex escalations and serving as the bridge between customer support and Tier 3 engineering. \u200bKey Responsibilities: Technical [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[368,44,1098],"jobpost_job_type":[39],"jobpost_location":[],"jobpost_tag":[283,3006,3005,188,3004,78,2594,248,169,128,3003],"class_list":["post-640","jobpost","type-jobpost","status-publish","hentry","jobpost_category-product-strategy-and-ops","jobpost_category-security","jobpost_category-technical-services","jobpost_job_type-remote","jobpost_tag-angular","jobpost_tag-application-support-engineer-iii","jobpost_tag-automotive-crm","jobpost_tag-aws","jobpost_tag-c-net","jobpost_tag-full-stack","jobpost_tag-on-call-rotation-2","jobpost_tag-production-support","jobpost_tag-root-cause-analysis","jobpost_tag-sql","jobpost_tag-tier-2-engineering"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/640","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=640"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=640"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=640"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=640"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=640"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}