Acarin Inc ยท 22 hours ago
Application Support Engineer
United States
Full-time
Remote
Mid Level
4+ years expAcarin Inc is seeking a highly motivated and technically proficient Application Support Engineer to join their growing Customer Success team. This role involves resolving technical issues related to AWS cloud hosted applications and serving as a vital link between customers and product development, ensuring a smooth customer experience.
ConsultingInformation TechnologySoftware
Responsibilities
Investigate, diagnose, and resolve intricate technical issues related to API integrations, AWS infrastructure, network, databases, servers, microservice performance, web hosting, telephony and network technologies, and containerized applications
Serve as the primary technical point of contact for customer inquiries, providing clear, concise, and empathetic communication via email and our support portal
Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, ensuring timely resolution and feedback
Create and maintain comprehensive documentation, FAQs, and knowledge base articles to empower both customers and internal teams
Replicate customer environments and issues to identify root causes and verify solutions
Develop deep product knowledge, understanding architecture, functionality, and common use cases
Identify recurring issues and contribute to process enhancements that improve the customer support experience and product quality
Participate in a rotational on-call schedule for urgent issues outside regular business hours
Qualification
Required
4+ years of experience in a technical support, both AWS cloud infrastructure and applications, 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 AWS Cloud
Proficiency in APIs (automation, collaboration, and data extraction/changes through HTTP methods)
Proficiency in network architecture and components
Proficiency in server OS and hardware troubleshooting
Proficiency in application log analysis
Proficiency in 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
Preferred
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
Company
Acarin Inc
Acarin is a data & digital solution consulting firm. It offers location-enabled, data-centric business insights visualization solutions.
11-50 employees
H1B Sponsorship
Acarin Inc 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
2025 (5)
2024 (1)
2023 (1)
Funding
Current Stage
Early StageCompany data provided by crunchbase