LIFELENZ · 1 day ago
Application Support Engineer
United States
Full-time
Remote
Entry, Mid LevelLIFELENZ is a rapidly growing team focused on building a machine learning-based workforce and human capital management platform. The Support Engineer is responsible for diagnosing and resolving complex customer issues across the production platform, collaborating with various teams to ensure high-quality customer outcomes and system reliability.
Software
Hiring Manager
Nicole Woodward
Responsibilities
Own the end-to-end resolution of complex customer issues, from triage through root cause analysis and resolution
Diagnose issues across application behavior, configuration, integrations, data, and platform workflows using logs, metrics, and system tools
Provide timely, accurate, and high-quality written responses to customers that explain both what happened and why, tailored to technical and non-technical audiences
Consistently meet or exceed SLA commitments for response and resolution while maintaining quality and completeness of work
Maintain excellent ticket hygiene, including clear documentation of investigation steps, findings, decisions, and outcomes to ensure continuity and avoid duplicated effort
Identify recurring issues, product gaps, or operational friction and proactively raise them with Engineering and Product partners, supported by evidence and impact analysis
Collaborate closely with Software Engineers, Product Managers, and Client Success teams during incident response, escalations, and post-incident reviews
Contribute to internal and external knowledge bases by documenting known issues, troubleshooting guides, and best practices
Participate in on-call or escalation rotations as required to support a global customer base
Continuously build deep expertise in the LIFELENZ platform, including workflows, data models, and real-world customer use cases
Qualification
Required
Strong technical troubleshooting skills, including the ability to reason through complex systems and ambiguous problem statements
Experience working with web-based applications, APIs, and backend systems
Comfort reading logs, interpreting system behavior, and performing structured root cause analysis
Excellent written communication skills, with the ability to explain technical issues clearly and concisely
Demonstrated ability to manage multiple concurrent issues while maintaining attention to detail and follow-through
A strong sense of ownership and accountability for customer outcomes
Preferred
Experience supporting workforce management, HR tech, fintech, or compliance-heavy platforms
Familiarity with SQL and relational databases (e.g., PostgreSQL) for data investigation and validation
Exposure to cloud-based environments (e.g., AWS) and distributed systems
Experience collaborating directly with software engineering teams on defects, incidents, and product improvements
Background working with enterprise customers in high-availability or SLA-driven environments
Company
LIFELENZ
LIFELENZ is an automated workforce and human capital management platform that solves challenges.
Founded in 2017
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$32MKey Investors
Tidal Ventures
2022-02-04Series B· $32M
2021-11-24Undisclosed
Leadership Team
Michael Svilar
Advisor to the CEO
Brent Richards
Chief Operations Officer
Company data provided by crunchbase