Senior Application Support Engineer

We’re seeking an experienced Senior Application Support Engineer who thrives on solving complex problems and deep diving to uncover solutions. In this role, you’ll work as the technical escalation point in supporting our growing customer base across the globe, providing high impact solutions to ensure their experience is top notch.

You will anticipate and resolve issues and recommend customer-focused improvements. You’ll collaborate closely with both our Customer Success and Engineering teams (QA, Developers, DevOp, Security) as the intermediary between these technical and customer-facing teams. You are a proactive, technically strong thinker, and are able to translate complex challenges into practical solutions that put the customer first. This is an opportunity to work in a culture that values collaboration and encourages innovative solutions - solving problems in ways that go above and beyond.

• Provide detailed technical application support for our java Saas platform for Tier 2 & 3 issues
• Work with our global Customer Success teams to handle technical escalations, and taking ownership of Application Support tickets from troubleshooting through to resolution
• Showcase your SQL skills writing complex queries, creating reports, troubleshooting data issues, and providing detailed reporting requirements to internal teams - going beyond simple log checks. 
• Take ownership of issues from escalation to resolution, prioritising effectively and driving successful outcomes.
• As a senior member of the team, provide guidance and advice to App Support team members on complex issues.
• Grab the opportunity to tackle challenging, high-impact application support issues to make a real difference for our customers.
• Champion a culture of improvement by proactively suggesting and driving changes in processes, tools, and best practices.

On call/ Out of hours work:

• Standard working hours are Monday-Friday, 9-5:30 Eastern Time, with occasional out-of-hours to support our international customer base. 
• Federal holiday work on rotation is a requirement, but we ensure you get your valuable time back.
• There is no on-call requirement currently, although we do see this as a future aspect of the role, as we continue to grow.

To be successful in the role, you need:

• 6+ years of experience in web applications support.
• Strong SQL query and report writing experience.
• Strong experience supporting Java-based web applications, analyzing application logic, with a solid understanding of Java, JavaScript, and web technologies.
• Solid experience analyzing log files using tools like AWS dashboards, CloudWatch, and Elastic Monitoring, with familiarity working with APIs and tools such as Postman.
• Strong analytical and problem-solving skills - You’ll be an inquisitive problem solver, who loves getting to the bottom of the issue. It’s also important to have the foresight to anticipate any potential problems.
• Clear communication skills with the ability to translate technical specifications to non-technical stakeholders and vice versa 
• Highly collaborative with experience  working cross-functionally to deliver customer-focused solutions.

The following is a bonus!

• The ability to write and modify Java code, as you will have the opportunity to put this knowledge to use by analyzing and implementing fixes.
• The ability to write and modify JavaScript code, this would be a major plus to debug the JS code to resolve web page errors.

We’re growing fast and so is the experience we can offer you:

• A huge opportunity to make a real impact, to shape what we do and where we are going.
• The exposure and challenge you need to learn, grow and progress your career in a high growth environment.
• Complex technical and business problems to solve and the trust and autonomy you need to go and solve them.
• A sound, helpful team, in a friendly, values-driven and inclusive environment.
• Compensation range of $95k-$105k, geo and experience dependent
• 401(k) plan with company match
• 20 days PTO + 4 company ‘Reset’ days throughout the year.
• Comprehensive health insurance, life insurance and long term illness/income protection.
• Fully flexible work location and work patterns so you can balance life at home with life at work - come to the office, work at home… or enjoy a blend of both at your discretion. 
• Learning subsidy of $2,000 annually, to spend as you wish, plus study and examination leave where applicable. Our ‘bookworm’ program also enables you to order a book a month…on us!
• Access to Pluralsight - the on demand learning platform for tech teams.
• Wellbeing program & stipend.
• Home office set-up supports.

We are a diverse and inclusive bunch of people. We welcome diverse perspectives and people who make every day count and strive for constant improvement. We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race. 

This role offers a flexible work location within Eastern/Central time zones. Whether that be in our New York office, remote from anywhere in these areas, or a mix of office/remote work, you choose what works best for your lifestyle. 

There will be travel to Dublin, Ireland once a quarter for team and company meet-ups.

Your time is valuable. To help with your application, we advise that regrettably we cannot offer work permit sponsorship/ self sponsorship for this role .

Hi, we’re Brightflag, the AI-powered, enterprise legal management platform that helps corporate legal departments operate with greater clarity, efficiency, and control.

Powered by our patented AI, which was developed with over 100,000 hours of legal and engineering expertise, and supported by our best-in-class Customer Success teams, Brightflag enables in-house legal teams to streamline operations, manage matters and spend, and collaborate more effectively with outside counsel.

Today, Brightflag is trusted by leading global organizations and forms part of the Legal & Regulatory division of Wolters Kluwer, a global provider of professional information, software solutions, and services. You can learn more about Brightflag here.