Application Support Engineer

Cresta is hiring a fully remote Application Support Engineer to join our Customer Success organization and help leading brands turn every customer conversation into a measurable advantage. If you thrive on untangling tricky technical problems and championing the customer, this remote role across the United States is built for you.

About the Role

As an Application Support Engineer at Cresta, you'll be the technical bridge between our customers and our product teams, translating complicated issues into clear, dependable resolutions. The position follows a Monday–Friday 4:00 PM–12:00 AM schedule with required full coverage on alternating weekends, plus participation in a rotating on-call rotation for time-sensitive matters.

Key Responsibilities

• Diagnose and resolve complex issues spanning API integrations, databases, servers, microservice performance, web hosting, telephony, networking, and containerized workloads.
• Act as the first technical point of contact, responding to customers over email and the support portal with clear, empathetic communication.
• Coordinate with Engineering, Product, and Sales to escalate defects, feature requests, and critical incidents through to resolution.
• Author and maintain knowledge base articles, FAQs, and documentation for customers and internal teams.
• Recreate customer environments to pinpoint root causes and confirm fixes, while deepening your understanding of our product's architecture and use cases.
• Surface recurring problems and champion process improvements that strengthen support quality.

Qualifications

• 2–4 years in technical support, helpdesk, or a customer-facing engineering role.
• Sharp analytical and problem-solving skills, with a knack for breaking down complicated issues.
• Strong written and verbal communication that resonates with technical and non-technical audiences.
• Hands-on experience with web hosting, HTTP-based APIs, application log analysis, and ticketing tools such as Zendesk, Linear, or JIRA.
• A customer-first mindset and comfort working both independently and collaboratively at pace.

Bonus points for SaaS or CCaaS platforms (Avaya, Five9, Genesys), cloud hyperscalers (AWS S3/RDS/EKS), Kubernetes, scripting (Python, PowerShell, Bash), observability tools (Datadog, Grafana, Groundcover), VOIP signaling (SIP/SIPrec, H.323, RTP), networking, server troubleshooting, additional languages, or a technical degree.

About Cresta

Born out of the Stanford AI Lab and backed by over $270 million from a16z, Greylock, and Sequoia, Cresta unites conversational AI agents, real-time agent assistance, and conversation intelligence. Companies like United Airlines, Cox Communications, and Marriott rely on Cresta every day.

How to Apply

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.