Senior Application Support Engineer (Sherlock of the Support Queue)

Senior Application Support Engineer We are looking for a senior application support engineer who is customer‑facing, Tier 2, and can own escalated customer issues, investigate complex application behavior, identify root causes, and communicate clearly with customers. This role supports a SaaS fleet‑management platform and collaborates with Product and Engineering teams. Key Responsibilities Own escalated customer issues from investigation through resolution. 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 down 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. Key Results Areas Escalated customer issues are investigated thoroughly, communicated clearly, and driven to resolution. Customers feel heard, informed, and confident that the issue is being worked on. Tier 1 Support has a stronger escalation partner, better documentation, and clearer troubleshooting paths. Engineering receives well‑researched, well‑documented escalations instead of vague reports or incomplete tickets. Recurring issues turn into better documentation, better support workflows, better product feedback, or better tooling. SQL, logs, APIs, browser tools, and AI‑enabled tools are used consistently to bring clarity to complex problems. The support organization gets smarter over time because your work leaves behind better notes, patterns, and processes. 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 down 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 escalated, 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 (Nice to Haves) Experience supporting vertical SaaS or B2B software with a non‑technical or operations‑heavy customer base. Experience with REST API troubleshooting using 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. Compensation & Work Location Total compensation for the role is between $75k and $90k DOE. This is a full‑time role based at RTA HQ in Glendale, Arizona. This position is classified as exempt and is not eligible for overtime pay. Equal Employment Opportunity & Reasonable Accommodation RTA is an equal‑opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status. 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. We cannot accept any student visas or provide sponsorship at this time. #J-18808-Ljbffr RTA: The Fleet Success Company