Application Support Engineer

📋 Description

• • Be the hero behind the scenes for a fast-growing BPO leader that powers operations in 150+ countries. As our Application Support Engineer, you’ll own the stability, performance, and continuous improvement of the mission-critical applications that keep drivers, users, and internal teams moving at full speed.
• • Own the full incident lifecycle: detect, triage, reproduce, and resolve technical issues across web, mobile, backend services, and cloud infrastructure. You’ll be the first line of defense during outages, the last to leave when the smoke clears, and the person who makes sure the same fire never starts twice.
• • Partner daily with local engineering squads in Brooklyn and with HQ teams across the Philippines, India, Ukraine, South Africa, and Argentina. You’ll translate regional pain points into clear technical tickets, propose fixes, and shepherd them through CI/CD pipelines to production.
• • Customize and localize core tools to meet U.S. data-compliance mandates (GDPR, CCPA, SOC 2). You’ll audit data flows, implement encryption or masking where needed, and build automated checks that flag non-compliant events before they become audit findings.
• • Monitor, alert, and debug around the clock. You’ll stand up dashboards in Grafana or similar, tune thresholds to reduce noise, and craft runbooks so on-call engineers can resolve issues in minutes—not hours.
• • Provide white-glove support during every product launch. From pre-release load testing to post-launch hyper-care, you’ll be on the floor (or on Zoom) with operations, ensuring drivers can accept trips, users can book services, and finance can see every penny in real time.
• • Handle sensitive driver and customer data with unwavering integrity. You’ll enforce least-privilege access, rotate secrets, and participate in quarterly privacy reviews to keep our trust score at 100 %.
• • Drive root-cause analyses and blameless post-mortems. You’ll turn incidents into actionable epics that improve resiliency, reduce MTTR, and make our systems antifragile.
• • Optimize workflows for regional operations teams. Whether it’s a React dashboard tweak or a Node.js Lambda refactor, you’ll ship code that shaves minutes off daily tasks and scales to millions of transactions.
• • Champion continuous improvement. You’ll keep a living backlog of tech-debt, performance bottlenecks, and user-experience gaps, then rally engineering and product to knock them out sprint after sprint.