Application Support Engineer

About SPOTIO

SPOTIO is in an emerging market with massive potential looking for an Application Support Engineer (ASE) that can help us continue this fantastic growth streak. You will experience a great culture that is dedicated to creating value, professional improvement and career advancement… that’s SPOTIO! SPOTIO is one of the most dynamic startups in the United States, and we are proud to be recognized five times in the Dallas Business Journal’s Best Places to Work.

As the ASE you will provide critical problem solving capabilities for our customers and our Customer Experience team.  We believe in providing an outstanding journey for customers from the moment they are evaluating our tools all the way through onboarding, and along the way we help them until they become our biggest fans and advocates.  Part of the journey is helping them solve complex problems that they encounter as they are working to take their Field Sales team to the next level.  The ASE will serve as a critical team member in solving these kinds of problems.  You will be facilitating platform integrations, providing technical consultation about the capabilities of our tools during onboarding and helping to engineer scalable and sustainable solutions throughout the customers’ journey.  

How Our Application and Product Support Team Works at SPOTIO: 

Our Product Vision is to provide the best tools to help field sales teams achieve more, and our belief is that talented engineers can solve real problems for customers throughout every step of their journey.  The ASE will work with Product Management, Development, Support and Sales as a critical player to help shape that journey to ensure customer success.  

SPOTIO solves a very real problem for both the Field Sales reps and sales leaders, and our solution dramatically impacts their ability to achieve more...we have a compelling story to tell and you can join us to make it even better. 

Your day will consist of collaborating with customers and internal stakeholders to provide technical insight into how we can optimize our platform, solve customer problems, as well as facilitate platform integrations.  You will be the first line of defense when it comes to keeping our apps running smoothly and will work closely with internal teams and external vendors to triage, troubleshoot, and solve application issues.   We are a growing company, and we are looking for someone who likes to be challenged and is interested in having an immediate impact.  

We operate in an Agile Scrum framework, so the ASE will provide input into prioritizing essential customer needs during scrum ceremonies.  The ASE will influence a cross-departmental team to understand and organize customer needs to improve overall User Satisfaction and to maximize the customers’ journey.  In addition to providing insight and leadership to organize our business priorities around customer needs, the ASE will also help customers directly during the more complex aspects of their user experience (i.e., platform integrations, leveraging our open API, answering complex support tickets/requests, etc.). 

Requirements

What you will do:

• Serve as the go-to expert for our business critical applications.
• Monitor, triage, and resolve application issues and user tickets, while also knowing which tickets need to be escalated to the development team.
• Work closely with product, engineering, and IT to escalate bugs or request enhancements
• Create and maintain technical documentation, knowledge bases, and runbooks
• Automate or streamline recurring support tasks (scripting and programming)
• Assist with device management and security compliance.
• Deliver clear, calm communication—even when things are on fire
• An ability to analyze customer issues with deep understanding of all logs and data we are gathering 
• An ability to call API over tools like Postman to execute in system operations over API
• Building integration workflows in Zapier
• Monitoring production metrics and providing analysis and reaction plans for errors/failures
• Analyzing issues with infrastructure and communicating with 3rd party service providers or the SPOTIO Dev team to resolve them

What you Bring:

• Fluent in some of query languages like SQL, Kusto or others
• Experience working with ticketing systems (Jira, Zendesk, ServiceNow, etc.)
• Solid understanding of REST APIs, logs, and system integrations
• Analytically minded and display curiosity and inquisitiveness in solving complex problems
• Excellent troubleshooting skills—you know how to follow the breadcrumbs
• Strong communication and documentation habits

Nice to have: