Application Support Engineer

About the Role

• We're looking for a Technical Support Engineer to join the service desk team of a U.S.-based life science software company, supporting enterprise clients across the West Coast. You'll operate as a direct extension of the application support team — investigating complex technical issues, working hands-on with Oracle databases, and communicating findings and resolutions directly to enterprise clients.
• This is a Tier 2/3 role. You'll handle real technical depth daily: application debugging, SQL query analysis, and database-level investigation. As you build platform knowledge, you'll grow into a primary support contact for assigned accounts and contribute to product improvement through structured client feedback.

About You

• You have 3+ years in application support or technical troubleshooting and you're comfortable owning complex issues end-to-end, from investigation to resolution.
• Your SQL skills are solid — you write and optimize complex queries, joins, and subqueries with confidence.
• You communicate clearly and professionally in English, written and verbal — this is a client-facing role and communication quality is as important as technical ability.
• You lead with the answer, provide specific timelines, and close every interaction with clear next steps.
• You stay calm under pressure and know how to acknowledge client impact before diving into technical explanation.

What You'll Be Doing

• Investigate customer-reported application errors via remote access to client systems, using the ticketing platform as your primary workflow tool.
• Write and optimize SQL queries against Oracle databases to diagnose issues, extract data, and perform data fixes.
• Troubleshoot cloud infrastructure incidents involving EC2, RDS, and VPN tunnels.
• Communicate technical findings and resolutions directly to enterprise clients via email and occasional video meetings.
• Build escalation documentation and contribute to playbooks that improve response consistency and reduce resolution time.
• Conduct client meetings once sufficient platform knowledge and seniority are established.
• Work Monday through Friday, 8:00 AM – 5:00 PM PST.

What We're Looking For

• Clear, professional, and empathetic communication — you know how to manage expectations with enterprise clients under pressure.
• A structured, methodical approach to investigation: you document thoroughly and hand off with complete context.
• Commitment to long-term engagement — this is a stable, high-retention role with a 3+ year partnership horizon.
• Willingness to travel occasionally to the U.S., Poland, or the United Kingdom for onboarding and training.

Technical Requirements

Must-Haves

• 3+ years of application support or technical troubleshooting experience at Tier 2 or Tier 3 level.
• Strong SQL skills: complex queries, joins, subqueries, and query optimization.
• Professional-grade English with strong written communication for direct client interaction.
• Experience working with U.S.-based enterprise clients.
• Familiarity with ticketing systems (Zendesk or equivalent) and cloud monitoring tools (AWS Console or similar).

Nice-to-Haves

• Hands-on Oracle Database experience.
• Background in the life science or regulated software industry.
• Experience in SaaS or enterprise software environments.
• Familiarity with Microsoft Teams and remote access tools for distributed team collaboration.