Senior Application Support Engineer (Sherlock of the Support Queue) in Glendale

Senior Application Support Engineer RTA is looking for a Senior Application Support Engineer in Glendale, Arizona. This customer‑facing, Tier 2 application support role focuses on troubleshooting complex SaaS application behavior, owning escalated customer issues, and collaborating with Product, Engineering, QA, DevOps, Customer Success, and Implementation teams. Responsibilities Own escalated customer issues from investigation through resolution, without simply tossing hard problems over the wall. Troubleshoot complex SaaS application behavior involving workflows, configuration, permissions, reporting, integrations, data, and environment‑specific issues. Use SQL to investigate application data, validate assumptions, find patterns, and explain what is actually happening. Read logs, error messages, browser network activity, API responses, and system clues to narrow root cause. Reproduce customer issues and determine whether the problem is user workflow, configuration, data, integration, environment, or product defect. Communicate clearly with customers throughout the process, especially when the answer is not obvious yet. Escalate to Product or Engineering with complete, organized, actionable information. Write excellent internal notes, customer‑facing explanations, troubleshooting guides, and knowledge base content. Use AI‑enabled tools to summarize ticket history, improve documentation, research faster, organize evidence, draft clearer communications, and build repeatable support workflows. Identify recurring issue patterns and recommend improvements to product, documentation, tooling, training, or process. Help raise the technical bar for the broader support team. Qualifications 4+ years of experience in SaaS application support, technical support, product support, implementation support, or application support. Experience working in a Tier 2, Tier 3, escalation, senior support, or technical support engineer capacity. Strong SQL troubleshooting skills, including the ability to query data, validate assumptions, understand relationships between tables, and investigate data‑driven application behavior. Experience troubleshooting customer‑facing software issues involving workflows, configuration, permissions, reporting, integrations, or system behavior. Ability to read logs, error messages, API responses, browser network activity, and other technical clues to narrow root cause. Strong written communication. Clear, structured, no fluff. Comfort working directly with customers on complex issues. Sound judgment about when to keep digging, when to elevate, and how to bring the right information to the right team. Familiarity with AI‑enabled tools used for research, writing, summarization, analysis, workflow improvement, or productivity. Bonus Points Experience supporting vertical SaaS or B2B software with a non‑technical or operations‑heavy customer base. Experience with REST API troubleshooting using tools like Postman, Swagger, or similar. Experience using Chrome DevTools, especially network requests and console errors. Experience with log analysis tools such as New Relic, CloudWatch, or similar. Experience with scripting or automation using PowerShell, JavaScript, Python, or similar. Experience with reporting tools such as Crystal Reports, SSRS, Power BI, or similar. Experience supporting hybrid SaaS and on‑prem customer environments. Familiarity with Windows Server or customer‑hosted application environments. Experience supporting fleet, maintenance, transportation, logistics, ERP, CMMS, accounting, dispatch, or other workflow‑heavy business software. Experience working closely with software engineers or product managers on bugs, defects, product improvements, or supportability issues. Built support automations, internal troubleshooting tools, ticket templates, documentation workflows, or other repeatable systems that made a team better. Triple Yahtzee if you are the person your current team already sends the weirdest tickets to. Compensation & Work Location Total compensation: $75k‑$90k DOE. Full‑time role based at RTA HQ in Glendale, Arizona. Exempt; not eligible for overtime pay. Hybrid work model with ability to sit or stand for extended periods, work at a computer for prolonged periods, and travel up to 10%. Benefits 401(k) with 6% Safe Harbor match, 100% vested day one. Flexible PTO model. Medical: Cigna PPO and HSA options with company contributions. Dental, vision, EAP, life, STD, LTD, legal plan, and theft protection. Wellness rewards, virtual care, mental health support, HRA program reimbursement. Additional employee perks, wellness initiatives, and discount programs. Equal Employment Opportunity RTA is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status. Reasonable Accommodation RTA is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need a reasonable accommodation to complete the application process or perform the essential functions of this role, please let us know. Additional Requirements We cannot accept any student visas or provide sponsorship at this time. #J-18808-Ljbffr Energy Jobline ZR