Application Support Engineer, Cresta
+ Bonus & Offers Equity
Real-time intelligence for contact centers
Be an early applicant
Real-time intelligence for contact centers
501-1000 employees
Be an early applicant
+ Bonus & Offers Equity
501-1000 employees
Company mission
To use AI to help people learn high-value skills and make business radically more productive.
Role
Who you are
- 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
- 2-4 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)
- Application log analysis
- 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
- Telephony signaling protocols for VOIP (SIP/SIPrec, H.323) and media control protocols (RTP)
- Network architecture and components
- Server OS and hardware troubleshooting
What the job involves
- Schedule: Monday–Friday, 4:00 PM – 12:00 AM
- Weekend Rotation: Required every other weekend (full weekend coverage)
- 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 personalised guidance to other members of staff.
This unique approach enables the rapid sharing of best practices, and both improves and consistently implements customer service across an organisation. The app is fully compatible with mobile platforms, effectively providing an expert at every customer touch point. In addition, the machine learning aspect of Cresta enables companies to continuously optimise their performance.
Given that businesses globally spend over a trillion dollars on customer service calls each year, Cresta has a massive opportunity if it can continue to improve this aspect of its business for its clients. The company has already been recognised as an innovator in the space, with Forbes naming it one of the best startup employers of 2026, and the expansion of its AI solutions suggests it's poised and ready to move with the times and find further success.
Steph
Company Specialist at Welcome to the Jungle
Insights
129% employee growth in 12 months
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
Heritage District, Sunnyvale, CA
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