Application Support Engineer

Remote from: USA
Salary, yearly, USD: 90,000 - 105,000
Department: Technical Support
Employment type: Full Time,
Job posted: 10 Jul 2026
Apply before: 10 Aug 2026
Experience level: Midweight
Views / Applies: 25 / 2

Real-Time Intelligence for Contact Centers

Actively Hiring

AI Summary

Cresta is hiring an Application Support Engineer to join their Customer Success team. The role involves resolving complex technical issues related to APIs, databases, servers, and telephony, while serving as a key link between customers and product development. The ideal candidate has 4+ years of technical support experience, strong problem-solving skills, and proficiency in web hosting, network architecture, and VOIP protocols. This position offers the opportunity to work with cutting-edge AI technology in a fast-paced, collaborative environment. The role includes rotational on-call support and requires excellent communication skills.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires 4+ years of experience and expertise in multiple technical domains, indicating a moderate to high difficulty. However, it is not a senior architect role, so it is rated 3 out of 5.

Salary Analysis

AI Insight The offered salary range of $90,000-$105,000 aligns well with the market median for Application Support Engineers in the US. This is competitive, especially considering the company's focus on AI and customer experience.

Core Skills Required

Application Support API Integrations Database Troubleshooting Network Architecture VOIP Protocols Customer Advocacy JIRA Zendesk SaaS Telephony

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my strong interest in the Application Support Engineer position at Cresta. With over 4 years of experience in technical support and a deep understanding of APIs, databases, and telephony systems, I am confident in my ability to contribute to your Customer Success team. I have a proven track record of resolving complex issues and providing exceptional customer service.

In my previous role, I successfully managed support for SaaS platforms and collaborated with engineering teams to escalate and resolve critical incidents. My technical skills include proficiency in network architecture, web hosting, and VOIP protocols, which align perfectly with the requirements of this role. I am also experienced in using ticketing systems like JIRA and Zendesk to document and track issues.

I am excited about the opportunity to work at Cresta, a company at the forefront of AI-driven customer experiences. I am eager to bring my problem-solving abilities and customer-centric mindset to your team. Thank you for considering my application. I look forward to discussing how I can contribute to Cresta's success.

Sample Interview Questions

Describe a time you resolved a complex technical issue involving an API integration. What steps did you take?

I once had a customer whose API calls were failing intermittently. I first replicated the issue in a test environment, then analyzed the logs to identify a timeout error. I traced the problem to a misconfigured firewall rule blocking certain HTTP methods. I worked with the network team to update the rule, and the issue was resolved. I then documented the solution in the knowledge base.

How do you prioritize and manage multiple support tickets with varying urgency?

I categorize tickets by severity and impact. Critical issues affecting multiple customers get immediate attention. I use triage to assign estimated resolution times and communicate updates to stakeholders. I also leverage automation for repetitive tasks to focus on high-value problems.

Explain how you would troubleshoot a performance issue in a microservices-based application.

I would start by checking monitoring dashboards for latency spikes and error rates. Then, I would examine application logs for each microservice, focusing on slow database queries or network calls. Using tools like distributed tracing, I can pinpoint the bottleneck and collaborate with the engineering team to optimize the code or scale resources.

How do you handle a situation where a customer is frustrated and you cannot immediately resolve their issue?

I remain calm and empathetic, acknowledging their frustration. I explain what I know so far and set clear expectations for next steps. I provide a timeline for follow-up and ensure they have a ticket number. I then escalate internally if needed and keep the customer updated until resolution.

What experience do you have with telephony protocols like SIP and RTP? Can you give an example?

In my previous role, I supported a VoIP system where customers reported one-way audio. I analyzed SIP traces to identify a mismatch in codec negotiation. By working with the carrier to correct the codec settings and updating the firewall to allow RTP traffic, the issue was resolved. I also created a troubleshooting guide for similar issues.

Cresta unlocks the true potential of the customer experience, turning every conversation into a competitive advantage. Cresta’s unified AI platform combines conversational AI agents, real-time human agent augmentation, and comprehensive conversation intelligence to drive revenue and efficiency gains across every channel. The world’s leading companies, including United Airlines, Cox Communications, and Marriott, use Cresta to power world-class customer experiences every day.

Born from the Stanford AI Lab, Cresta has raised more than $270 million from the world’s leading investors, including a16z, Greylock, and Sequoia. Cresta’s leadership includes some of the leading minds in AI today. Our CEO, Ping Wu, founded and led Google’s Contact Center AI and Vertex AI platforms before joining Cresta to build the future of AI-driven customer experiences.

Over the next few years, AI is going to redefine how people all over the world interact with businesses every day. Come build that future at Cresta.

About the role:

Schedule: Monday- Friday 8 – 5 with hour lunch w/ a rotating weeking with 3 others.

We are seeking a highly motivated and technically proficient Application Support Engineer to join our growing Customer Success team. This role is ideal for individuals who enjoy solving complex technical challenges, assisting customers, and serving as a crucial link between our customers and product development. You will be instrumental in ensuring a smooth and successful customer experience by transforming complex issues into clear, actionable solutions.

What You’ll Do:

Technical Issue Resolution: Investigate, diagnose, and resolve intricate technical issues related to API integrations, databases, servers, microservice performance, web hosting, telephony and network technologies, and containerized applications.
Customer Advocacy: Serve as the primary technical point of contact for customer inquiries, providing clear, concise, and empathetic communication via email and our support portal.
Collaboration & Escalation: Partner closely with Engineering, Product, and Sales teams to escalate bugs, feature requests, and critical incidents, ensuring timely resolution and feedback.
Knowledge Management: Create and maintain comprehensive documentation, FAQs, and knowledge base articles to empower both customers and internal teams.
Issue Reproduction & Testing: Replicate customer environments and issues to identify root causes and verify solutions.
Product Expertise: Develop deep product knowledge, understanding architecture, functionality, and common use cases.
Process Improvement: Identify recurring issues and contribute to process enhancements that improve the customer support experience and product quality.
On-Call Support: Participate in a rotational on-call schedule for urgent issues outside regular business hours.

What You’ll Bring:

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.
APIs (automation, collaboration, and data extraction/changes through HTTP methods).
Network architecture and components.
Server OS and hardware troubleshooting.
Application log analysis.
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.

Bonus Points If You Have:

Experience managing or integrating SaaS applications or CCaaS platforms (e.g., Avaya, Five9, Genesys) and telephony infrastructure.
Experience with cloud-based hyperscaler solutions (e.g., AWS S3/RDS/EKS for file repositories and databases).
Familiarity with Kubernetes for containerized applications.
Basic scripting skills (e.g., Python, PowerShell, Bash) for automation or data analysis.
Experience with logging and monitoring tools (e.g., Datadog, Grafana, Groundcover).
Fluency in additional languages.
A degree in Computer Science, Engineering, or a related technical field.

Perks & Benefits:

We offer a comprehensive and people-first benefits package to support you at work and in life:

Comprehensive medical, dental, and vision coverage with plans to fit you and your family
Flexible PTO to take the time you need, when you need it
Paid parental leave for all new parents welcoming a new child
Retirement savings plan to help you plan for the future
Remote work setup budget to help you create a productive home office
Monthly wellness and communication stipend to keep you connected and balanced
In-office meal program and commuter benefits provided for onsite employees

Compensation at Cresta:

Cresta’s approach to compensation is simple: recognize impact, reward excellence, and invest in our people. We offer competitive, location-based pay that reflects the market and what each individual brings to the table.

Salary Range: $90,000–$105,000K base + Bonus + Offers Equity

***We are hiring for multiple levels for this role so base salary will be determined based on level of experience***

We have noticed a rise in recruiting impersonations across the industry, where scammers attempt to access candidates’ personal and financial information through fake interviews and offers. All Cresta recruiting email communications will always come from the @cresta.ai domain. Any outreach claiming to be from Cresta via other sources should be ignored. If you are uncertain whether you have been contacted by an official Cresta employee, reach out to recruiting@cresta.ai

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