Customer Support Application Engineer

Salary Salary range: $84,723.57 - $125,000.00. This position is bonus and/or commission eligible. Company CCC Intelligent Solutions Inc. (CCC) is a leading cloud platform for the multi‑trillion‑dollar insurance economy, creating intelligent experiences for insurers, repairers, automakers, part suppliers, and more. At CCC, we’re making life just work by empowering more than 35,000 businesses with industry‑leading technology to get drivers back on the road and to health quickly and seamlessly. Role Overview The Customer Application Support Engineer will work closely with the Product Development team and Tech Support to ensure reliability, performance, and availability of applications. The role emphasizes incident management and response, monitoring, automation, and collaboration with developers and infrastructure teams to uphold service quality. This role will be supporting a large‑scale application environment. Key Responsibilities Customer incident management, debugging and resolution by coordinating with Product development teams as required. Triaging production incidents with the help of application logs and code base and recommend solutions to Product development teams. Identify manual tasks and contribute to automation efforts. Participate in incident response and post‑incident reviews. Work with developers and QA teams to support non‑functional requirements like performance and availability. Collaborate with engineering teams to promote best practices across the organization. Create and maintain operational documentation such as runbooks and playbooks for known issues and own Problem ticket management. Configure and maintain monitoring and alerting tools related to the applications. Understand application and infrastructure health management and recommend improvements to performance and reliability. Join product team ceremonies (e.g., stand‑ups) as needed for alignment and support. Requirements 5‑plus years of hands‑on experience in incident & problem management, SLOs, Java code debugging and logs monitoring in Elasticsearch. Ability to analyze and interpret logs, metrics, and monitoring data to troubleshoot issues. Familiarity with the software development lifecycle and deployment practices. Understanding of Java frameworks, microservices architecture and RESTful APIs. Ability to create and maintain basic automation or scripting (e.g., Java, Python, Bash). Experience working with SQL for querying and reporting. PostgreSQL, MySQL knowledge is a plus. Messaging & Services: Kafka, ActiveMQ, Rabbit MQ. Infrastructure: Kubernetes, EKS, MSK, AWS Lambda. Monitoring & Logging: Amazon CloudWatch, Grafana. CI/CD & Source Control: GitHub, Spinnaker. AI Tools: GitHub Copilot, Cursor, ChatGPT. Experience supporting CI/CD pipelines and cloud‑based environments. Comfortable working in Agile/Scrum environments. Good communication and collaboration skills and be a team player. Benefits 401(k) Match Paid time off Annual Incentive Plan → Performance Bonus Comprehensive health insurance Adoption Assistance Tuition Reimbursement Wellness Programs Stock Purchase Plan options Employee Resource Groups EEO Statement If you require reasonable accommodation to complete a job application, please contact View phone number on click.appcast.io. #J-18808-Ljbffr