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Application Support Engineer (L3)

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Phorest

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Location:
United States; Canada

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Be the voice of the customer in a fast-paced SaaS team. Help solve complex issues, shape product improvements, and deliver a seamless experience for salons worldwide.

Job Responsibility:

  • Delivering a high standard of technical customer service and building strong customer relationships
  • Production issue troubleshooting, resolution, and root cause analysis
  • Be part of a team of software engineers, attending stand-ups, and planning sessions
  • Investigation of reported issues in the system to make sure we are responding to clients needs in a timely manner
  • Escalation of appropriate issues to the Product and Development teams
  • Creating and maintaining concise and clear knowledge articles
  • Mentoring for Level 2 (L2) engineers to help them progress in their career

Requirements:

  • Application support experience for high traffic web / cloud based systems, or experience in other technical roles like QA or software engineering
  • Experience with relational databases (MySQL, PostgreSQL, etc.)
  • Experience working with APIs (REST/JSON, GraphQL)
  • Ability to read and analyse application and/or database logs
  • Demonstrated ability to exercise judgement to determine appropriate solutions to complex customer technical issues
  • Ability to effectively collaborate with folks across multiple disciplines to ensure that key business needs are addressed
  • Ability to adapt quickly to changing priorities and customer needs
  • Growth mindset - willingness to hone and develop your skills
  • Basic understanding of fundamentals of programming

Nice to have:

  • Experience with one or more SaaS logging or reporting platforms
  • Experience working with applications deployed on AWS Infrastructures
  • Working knowledge of Java
  • Working knowledge of frontend technologies (HTML / Javascript / Ember / React Native / Swing)
What we offer:
  • Fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks
  • Optional extras, such as a 401(k) and a range of upgraded insurance options
  • Career development: in-house Learning and Development/Business coach and online resources including LinkedIn learning
  • Regular social events
  • Employee Resource Groups

Additional Information:

Job Posted:
May 16, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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