[Remote] Application Support Engineer at Cresta

United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

AI, Contact Center, TechnologyIndustries

Requirements

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
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
Availability for Sunday – Thursday, 8am–5pm ET schedule, including rotational on-call support

Responsibilities

Investigate, diagnose, and resolve intricate technical issues related to API integrations, 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

Skills

Key technologies and capabilities for this role

API integrationsDatabasesServersMicroservicesWeb hostingTelephonyNetwork technologiesContainersTroubleshootingCustomer support

Questions & Answers

Common questions about this position

What is the work schedule for this Application Support Engineer role?

The schedule is Sunday through Thursday, 8am to 5pm ET.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What technical skills are required for the Application Support Engineer role?

The role requires skills in investigating API integrations, databases, servers, microservice performance, web hosting, telephony and network technologies, and containerized applications.

Does this role involve on-call duties?

Yes, the position includes participating in a rotational on-call schedule for urgent issues.

What makes a strong candidate for this Application Support Engineer position?

Ideal candidates are highly motivated, technically proficient individuals who enjoy solving complex technical challenges, assisting customers with empathy, and collaborating across teams like Engineering, Product, and Sales.

Cresta

AI-powered coaching for sales teams

About Cresta

Cresta focuses on enhancing business outcomes through AI-powered coaching and assistance, particularly for sales teams. Its main product, Cresta for Sales, analyzes all sales conversations to identify performance gaps and provide real-time coaching, helping businesses improve their sales efficiency. This service is available on a subscription basis and is suitable for companies of all sizes across various industries. Cresta also offers a chatbot service that automates repetitive conversations, allowing sales agents to concentrate on more complex tasks. The patented Real-Time Intelligence Engine continuously learns from interactions to highlight effective behaviors, giving businesses a competitive edge. Clients have reported notable improvements, including faster response times and increased sales conversions.

Palo Alto, CaliforniaHeadquarters

2017Year Founded

$268.5MTotal Funding

SERIES_DCompany Stage

Consumer Software, Enterprise Software, AI & Machine LearningIndustries

201-500Employees

Risks

Competition from AI giants like Google and Microsoft threatens Cresta's market share.

Rapid AI advancements may render Cresta's offerings outdated without continuous innovation.

Expansion into Romania and India may face operational challenges and increased costs.

Differentiation

Cresta's Real-Time Intelligence Engine offers unique AI-driven insights for sales improvement.

The company provides AI-powered coaching, enhancing sales team performance with real-time feedback.

Cresta's chatbot service reduces repetitive tasks, allowing agents to focus on complex issues.

Upsides

Cresta's $125M Series D funding boosts product development and market expansion.

Recognition in Forbes AI 50 list enhances Cresta's credibility and market presence.

Human-in-the-loop AI capabilities improve customer service interactions and satisfaction.

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