Application Support Engineer - WFH

We are looking for a highly technical and analytical Application Support Engineer based in the Philippines to support our US customers during US business hours. You will be handling a complex end-to-end SaaS troubleshooting, analyze logs and application code, and leverage modern AI tools.

This is a fully remote position open to candidates based in the Philippines.

Key Responsibilities

• Customer Support: Provide high-quality technical support for our SaaS platform to US customers during US business hours via Intercom and other support channels.
• Incident Investigation: Debug production incidents and analyze system behavior using log management, observability platforms, APIs, and internal tools.
• Code & Workflow Analysis: Read and understand application code to assist investigations; use GitHub to review code changes, investigate regressions, and track engineering updates.
• Cross-Functional Collaboration: Reproduce bugs, document findings clearly for Engineering and Product teams, and collaborate closely with Ops, QA, and Customer Success.
• AI-Driven Efficiency: Utilize AI tools and internal systems to accelerate troubleshooting and optimize operational workflows.
• Knowledge Management: Maintain internal troubleshooting documentation and proactively suggest improvements to product stability and support processes.

Job Requirements

• Experience: 4+ years of experience in Technical Support, QA, Application Support, or a similar technical role.
• SaaS Expertise: Hands-on experience supporting SaaS or cloud-based products, including ticket management via Intercom.
• Technical Proficiency: Strong Python knowledge (ability to read/write basic scripts) and familiarity with GitHub and engineering workflows.
• Troubleshooting Skills: Ability to investigate issues deeply using logs, APIs, SQL queries, and browser debugging tools.
• AI Literacy: Experience using AI tools such as Claude Code or similar technologies to streamline workflows.
• Communication: Excellent written and verbal English communication skills with the ability to work independently in a fast-paced environment.
• Work Schedule: Must be fully available to work US business hours.

Nice to Have

• A degree in Computer Science, Software Engineering, Information Systems, or a related field.
• Prior experience working in B2B SaaS environments.
• A foundational understanding of cloud infrastructure (AWS/GCP/Azure).