Application Support Engineer, Cresta

$90-160k

+ Bonus + Equity. We are hiring for multiple levels for this role so base salary will be determined based on level of experience

AWS

Kubernetes

Python

Bash

Grafana

RDS

Powershell

Zendesk

JIRA

Datadog

Mid and Senior level

Remote from US

Real-time intelligence for contact centers

Be an early applicant

Real-time intelligence for contact centers

201-500 employees

B2BArtificial IntelligenceCustomer serviceSaaSSales

Be an early applicant

$90-160k

+ Bonus + Equity. We are hiring for multiple levels for this role so base salary will be determined based on level of experience

AWS

Kubernetes

Python

Bash

Grafana

RDS

Powershell

Zendesk

JIRA

Datadog

Mid and Senior level

Remote from US

201-500 employees

B2BArtificial IntelligenceCustomer serviceSaaSSales

Company mission

To use AI to help people learn high-value skills and make business radically more productive.

Job

Company

Role

Who you are

4+ years of experience in a technical support, helpdesk, or customer-facing engineering role
Strong problem-solving and analytical skills, with the ability to deconstruct complex issues
Excellent written and verbal communication skills, capable of translating technical details for both technical and non-technical audiences
Proficiency in:
Web hosting technologies
APIs (automation, collaboration, and data extraction/changes through HTTP methods)
Network architecture and components
Server OS and hardware troubleshooting
Application log analysis
Telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP)
Experience with support ticketing systems (e.g., Zendesk, Linear, JIRA)
A customer-centric mindset with a genuine desire to deliver excellent service
Ability to work independently and collaboratively in a fast-paced environment

Desirable

Experience managing or integrating SaaS applications or CCaaS platforms (e.g., Avaya, Five9, Genesys) and telephony infrastructure
Experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS for file repositories and databases)
Familiarity with Kubernetes for containerized applications
Basic scripting skills (e.g., Python, PowerShell, Bash) for automation or data analysis
Experience with logging and monitoring tools (e.g., Datadog, Grafana, Groundcover)
Fluency in additional languages
A degree in Computer Science, Engineering, or a related technical field

What the job involves

Schedule: Sunday – Thursday, 8am–5pm ET
We are seeking a highly motivated and technically proficient Application Support Engineer to join our growing Customer Success team
This role is ideal for individuals who enjoy solving complex technical challenges, assisting customers, and serving as a crucial link between our customers and product development
You will be instrumental in ensuring a smooth and successful customer experience by transforming complex issues into clear, actionable solutions
Technical Issue Resolution: Investigate, diagnose, and resolve intricate technical issues related to API integrations, databases, servers, microservice performance, web hosting, telephony and network technologies, and containerized applications
Customer Advocacy: Serve as the primary technical point of contact for customer inquiries, providing clear, concise, and empathetic communication via email and our support portal
Collaboration & Escalation: Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, ensuring timely resolution and feedback
Knowledge Management: Create and maintain comprehensive documentation, FAQs, and knowledge base articles to empower both customers and internal teams
Issue Reproduction & Testing: Replicate customer environments and issues to identify root causes and verify solutions
Product Expertise: Develop deep product knowledge, understanding architecture, functionality, and common use cases
Process Improvement: Identify recurring issues and contribute to process enhancements that improve the customer support experience and product quality
On-Call Support: Participate in a rotational on-call schedule for urgent issues outside regular business hours

Our take

Cresta is an innovative customer service platform, which leverages artificial intelligence in order to assist sales and service agents in improving their performance. The platform identifies the best employees, and analyses why they outperform their colleagues, before providing personalized guidance to other members of staff.

This unique approach makes it possible to share best practices rapidly, and both improve and consistently implement customer service across an organisation. The app is fully compatible with mobile platforms, effectively providing an expert at every customer touch point. In addition to this, the machine learning aspect of Cresta enables companies to continually optimize their performance.

Considering that over a trillion dollars is spent by businesses globally on customer service calls every year, Cresta has been afforded a massive opportunity if it can continue to improve this side of business for its clients. The company has already been recognized as an innovator in the space, and the expansion of its AI solutions suggests it is poised and ready to move with the times and find further success.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

129% employee growth in 12 months

Glassdoor (4.4)

Company

Funding (last 2 of 4 rounds)

Nov 2024

$125m

SERIES D

Mar 2022

$80m

SERIES C

Total funding: $276m

Company benefits

Work with an A+ team of ex-Founders, world leading scientists, and nationally competitive athletes
Weekly lunch & learn
Mentorship - A world class mentorship board advises and mentors our team-members to capture the opportunity ahead of us

Company HQ

University South, Palo Alto, CA

Leadership

Zayd Enam

(Lead)

Co-founded MediConnect. Dropped out of Stanford PhD computer science programme to start Cresta.

Tim Shi

(CTO)

Co-founded AI+ Club. Dropped out of Stanford PhD computer science programme to start Cresta.

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