Application Support Engineer
Cresta is an enterprise customer-experience AI platform that unifies autonomous AI agents, real-time agent assistance, and conversation intelligence for contact centers.
Funding history
About Cresta
Cresta Intelligence, Inc. operates Cresta, a human-centric AI platform for enterprise contact centers. Its products automate selected customer conversations, assist human agents in real time, and analyze conversations to improve customer experience, revenue, and operating efficiency.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will investigate and resolve complex issues involving integrations, databases, servers, networks, telephony, and containerized applications. You will communicate solutions to customers, reproduce issues, collaborate on escalations, maintain knowledge resources, and participate in on-call support.
Requirements
- 4+ years of experience in technical support, helpdesk, or customer-facing engineering
- Problem-solving and analytical skills
- Written and verbal communication skills
- Web hosting technologies
- API and HTTP method proficiency
- Network architecture and components
- Server operating system and hardware troubleshooting
- Application log analysis
- VoIP signaling protocols including SIP, SIPrec, and H.323
- RTP
- Support ticketing systems such as Zendesk, Linear, or JIRA
- Ability to work independently and collaboratively
Responsibilities
- Investigate, diagnose, and resolve technical issues involving API integrations, databases, servers, microservices, web hosting, telephony, networks, and containerized applications
- Serve as the primary technical contact for customer inquiries
- Escalate bugs, feature requests, and critical incidents with Engineering, Product, and Sales
- Create and maintain documentation, FAQs, and knowledge base articles
- Replicate customer environments and issues to identify root causes and verify solutions
- Develop product expertise across architecture, functionality, and use cases
- Identify recurring issues and improve support processes and product quality
- Participate in a rotational on-call schedule for urgent issues
Benefits
- Medical, dental, and vision coverage
- Flexible PTO
- Paid parental leave
- Retirement savings plan
- Remote work setup budget
- Monthly wellness and communication stipend
- In-office meal program for onsite employees
- Commuter benefits for onsite employees
