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DriveCentric · 2 months ago

Application Support Engineer III

United States

Full-time

Remote

Mid Level

3+ years exp

DriveCentric is the premier customer relationship management (CRM) and AI marketing company that connects automotive dealerships to customers in innovative, award-winning ways. They are seeking a skilled Application Support Engineer III to join their Application Support team, responsible for handling complex escalations and providing technical solutions while maintaining a customer-focused attitude.

AdvertisingAutomotiveCRMSalesSoftware

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Serve as a technical contributor to the "Protector of Production" mission of the App Operations engineering department, handling complex escalations and driving technical solutions

Function as tier 2 engineering support - the primary technical escalation point from customer support - handling a wide spectrum of application and data issues that require deep product knowledge and technical expertise to diagnose and resolve

Embody the unique intersection of full-stack engineering capability and customer support excellence—using technical depth to solve complex problems while maintaining the urgency, communication skills, and customer empathy that define world-class support

Participate in the Application Support on-call rotation, serving as the primary technical escalation point for customers, after hours, with the ability to engage tier 3 engineering support for critical/complex issues

Conduct thorough investigation and root cause analysis of escalated customer support tickets, document findings comprehensively, and identify patterns to recommend systematic improvements

Manage escalation and handoff of non-standard issues to tier 3 engineering support, providing context, comprehensive documentation, and customer impact

Develop deep product expertise across both user workflows and technical architecture to serve a product knowledge resource for the engineering department

Serve as product expertise resource during priority (Px) incidents, partnering with Site Reliability to verify functionality, assess customer impact, and coordinate recovery and customer communication efforts during bridge calls

Identify common patterns and develop self-service tools for Customer Success Managers to resolve issues independently

Qualification

Full-stack software engineeringTechnical customer supportAWSC# .NETSQL databasesAPIsAngularTypeScriptJavaScriptHTMLCustomer service mindsetData-driven approachPrideMonitoring systemsEvent-driven architecturesTicketing systemsAPI testing toolsExperience in automotive industryExceptional communication skillsProblem-solvingOwnership

Required

3+ years of combined experience in full-stack software engineering and technical customer support, with proven ability to leverage engineering skills to solve complex customer escalations

Previous technical support, help desk, or customer-facing role experience

Demonstrate working knowledge and intermediate proficiency with several of the following technologies: AWS, C# .NET, APIs, SQL databases, Angular, TypeScript, JavaScript, and HTML

Ability to read code, perform basic debugging, and understand system architecture

Customer service mindset with patience, empathy, and genuine concern while working through complex technical issues

Experience in analyzing and troubleshooting web application performance issues

A data-driven approach to problem-solving and communications

Ability to balance urgency with sound decision-making when addressing critical issues, whether service incidents, application defects, or data integrity problems

Exceptional communication skills to collaborate effectively with both technical and business stakeholders

A strong sense of ownership and pride in delivering an exceptional application experience as a competitive advantage

Preferred

Experience with automated monitoring and alerting systems (e.g., Elastic APM, Kibana, Grafana)

Experience with event-driven architectures (e.g., Kafka, etc.)

Experience with enterprise ticketing systems (e.g., Jira Service Management, Zendesk, ServiceNow)

Experience with API testing tools (e.g., Postman, Insomnia) for troubleshooting integrations

Experience with the automotive industry or SaaS CRM platforms

Benefits

Competitive salary + bonus + annual merit increases

Health, vision, and dental insurance (eligible on day 1)

401K with matching up to 4% (eligible after 90 days)

9 company holidays + 15 FTO days in first year

Pluralsight subscription

Professional growth opportunities

Company

DriveCentric

DriveCentric is an internet marketing company that primarily focuses on improving the aspects of CRM in automotive dealerships.

Founded in 2010

Saint Louis, Missouri, USA

201-500 employees

https://drivecentric.com

H1B Sponsorship

DriveCentric has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2020 (3)