{"id":700,"date":"2025-12-02T12:45:35","date_gmt":"2025-12-02T12:45:35","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=700"},"modified":"2025-12-02T12:45:38","modified_gmt":"2025-12-02T12:45:38","slug":"application-support-engineer-ai-contact-center-saas-tier-2-3","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/application-support-engineer-ai-contact-center-saas-tier-2-3\/","title":{"rendered":"Application Support Engineer \u2013 AI Contact Center SaaS (Tier 2\/3)"},"content":{"rendered":"\n<p>\u200bThis is a full-time, remote <strong>Application Support Engineer<\/strong> 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\u2013Thursday work week.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Location:<\/strong> Remote, United States.<\/li>\n\n\n\n<li>\u200b<strong>Salary Range:<\/strong> $90,000\u2013$160,000K base + Bonus + Equity.<\/li>\n\n\n\n<li>\u200b<strong>Schedule:<\/strong> Sunday \u2013 Thursday, 8 am\u20135 pm ET, plus a rotational on-call schedule.<\/li>\n\n\n\n<li>\u200b<strong>Experience:<\/strong> <strong>4+ years<\/strong> of experience in a technical support, helpdesk, or customer-facing engineering role.<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> Advanced technical troubleshooting, API and database analysis, VoIP\/telephony protocol support (SIP\/RTP), and collaborating closely with Engineering to drive resolution.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200bWhat You&#8217;ll Do: Advanced Resolution and Advocacy<\/h3>\n\n\n\n<p>\u200bThe engineer ensures high customer satisfaction by providing expert technical solutions and clear communication.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Technical Issue Resolution:<\/strong> Investigate, diagnose, and resolve intricate technical issues related to:\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>API integrations, databases, servers, and microservice performance.<\/strong><\/li>\n\n\n\n<li>\u200b<strong>Telephony signaling protocols for VOIP (SIP\/SIPrec, H.323) and media control protocols (RTP).<\/strong><\/li>\n\n\n\n<li>\u200bWeb hosting and network technologies.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>\u200b<strong>Collaboration &amp; Escalation:<\/strong> Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, and replicate customer environments to identify root causes.<\/li>\n\n\n\n<li>\u200b<strong>Customer Advocacy:<\/strong> Serve as the primary technical point of contact, providing clear, concise, and empathetic communication.<\/li>\n\n\n\n<li>\u200b<strong>Knowledge Management:<\/strong> Create and maintain comprehensive documentation, FAQs, and knowledge base articles.<\/li>\n\n\n\n<li>\u200b<strong>Process Improvement:<\/strong> Identify recurring issues and contribute to process enhancements that improve the customer support experience.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">\u200bRequired Technical Skills and Experience<\/h3>\n\n\n\n<p>\u200bThe role requires mandatory experience in complex systems, networking, and specialized communication protocols.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Experience:<\/strong> <strong>4+ years<\/strong> in a customer-facing support or engineering role.<\/li>\n\n\n\n<li>\u200b<strong>Core Technical Proficiency (Required):<\/strong>\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Telephony signaling protocols<\/strong> for VOIP (SIP\/SIPrec, H.323) and media control protocols (RTP).<\/li>\n\n\n\n<li>\u200b<strong>APIs<\/strong> (automation, collaboration, and data extraction\/changes through HTTP methods).<\/li>\n\n\n\n<li>\u200bApplication log analysis.<\/li>\n\n\n\n<li>\u200bNetwork architecture and components.<\/li>\n\n\n\n<li>\u200bServer OS and hardware troubleshooting.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>\u200b<strong>Tools:<\/strong> Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA).<\/li>\n\n\n\n<li>\u200b<strong>Bonus Skills:<\/strong>\n<ul class=\"wp-block-list\">\n<li>\u200bExperience managing or integrating <strong>CCaaS platforms<\/strong> (e.g., Avaya, Five9, Genesys).<\/li>\n\n\n\n<li>\u200bExperience with cloud-based hyperscaler solutions (e.g., <strong>AWS S3\/RDS\/EKS<\/strong>) and <strong>Kubernetes<\/strong>.<\/li>\n\n\n\n<li>\u200bBasic <strong>scripting skills<\/strong> (e.g., Python, PowerShell, Bash).<\/li>\n\n\n\n<li>\u200bExperience with logging and monitoring tools (e.g., Datadog, Grafana).<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u200bThis 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. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[42,734],"jobpost_job_type":[39],"jobpost_location":[1041],"jobpost_tag":[73,2150,2783,188,2702,3324,1200,1232,81,855,3326,3325,167],"class_list":["post-700","jobpost","type-jobpost","status-publish","hentry","jobpost_category-ai-artificial-intelligence","jobpost_category-support-service","jobpost_job_type-remote","jobpost_location-united-states","jobpost_tag-ai","jobpost_tag-api-integration","jobpost_tag-application-support-engineer","jobpost_tag-aws","jobpost_tag-contact-center","jobpost_tag-cresta","jobpost_tag-databases","jobpost_tag-kubernetes","jobpost_tag-remote","jobpost_tag-saas","jobpost_tag-sip","jobpost_tag-telephony-protocols","jobpost_tag-troubleshooting"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/700","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=700"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=700"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=700"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=700"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=700"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}