About the Role
Cresta is on a mission to redefine the modern workforce by turning every customer conversation into a competitive advantage. Our platform seamlessly blends artificial intelligence with human expertise to help contact centers discover deep behavioral insights, automate inefficient processes, and empower every team member to work smarter. Born from the prestigious Stanford AI lab and led by industry visionaries from Google X, Waymo, and OpenAI, Cresta is backed by top-tier investors such as Andreessen Horowitz, Greylock Partners, and Sequoia. We are looking for a dedicated Application Support Engineer to join our high-growth Customer Success team and help us support world-class brands like Intuit, Hilton, and Cox Communications.
As an Application Support Engineer, you will serve as a vital link between our enterprise customers and our product development team. This is a highly technical, high-impact role where you will transform complex technical obstacles into clear, actionable solutions. You will dive deep into our tech stack to diagnose issues, improve system performance, and ensure our customers are deriving maximum value from our AI solutions. This position requires a shift-based schedule from Monday to Friday, 4:00 PM to 12:00 AM, with a required weekend rotation every other week to ensure consistent global coverage.
Key Responsibilities- Investigate, diagnose, and resolve intricate technical issues related to API integrations, database queries, and server-side configurations.
- Monitor and optimize microservice performance and web hosting environments to ensure high availability and seamless user experiences.
- Collaborate closely with the Engineering and Product teams to escalate persistent bugs and contribute to long-term product stability.
- Manage technical support for telephony integrations, ensuring clear communication channels for our global contact center clients.
- Translate complex technical jargon into easy-to-understand guidance for non-technical stakeholders and customers.
- Develop and maintain internal documentation, knowledge base articles, and troubleshooting playbooks to streamline future support efforts.
- Participate in a regular weekend rotation (every other weekend) to provide comprehensive support coverage during peak operational times.
- Proven experience in a technical support, application support, or systems engineering role within a SaaS or AI environment.
- Strong proficiency in troubleshooting web-based technologies, including APIs, RESTful services, and JSON data structures.
- Hands-on experience working with databases (SQL/NoSQL) and interpreting server logs to identify root causes of performance degradation.
- Familiarity with microservices architecture, cloud infrastructure, and web hosting fundamentals.
- Excellent communication skills with the ability to maintain a professional and empathetic tone while solving high-pressure technical issues.
- Ability to work independently in a remote environment while maintaining high levels of productivity and collaboration.
- Flexibility to work the designated evening shift (4:00 PM 12:00 AM) and participate in required weekend rotations.
- A proactive mindset with a passion for learning new technologies and staying ahead of the curve in the AI and ML space.
- The opportunity to work with a world-class team of AI experts and industry leaders from Stanford, Google, and OpenAI.
- A remote-first work culture that prioritizes autonomy, trust, and results over physical presence.
- Competitive salary and meaningful equity packages in a fast-growing, well-funded startup.
- Comprehensive health, dental, and vision insurance plans for you and your dependents.
- Professional development opportunities and a clear career path within the Customer Success and Engineering organizations.
- A chance to be at the forefront of the AI revolution, working on technology that is actively shaping the future of work.