Senior Application Support Engineer (Sherlock of the Support Queue)

Description Do you live for the moment when a messy customer issue finally clicks into place? Do you find yourself digging through logs, database records, API responses, screenshots, and ticket history because “it should work” is not a good enough answer? Do you like being the person others call when the issue is too weird, too technical, or too important to punt? Do you already use AI-enabled tools every day to move faster, think sharper, summarize chaos, improve documentation, and build better workflows? Not because it is trendy, but because it makes you better at your job? If so, keep reading. RTA is looking for a Senior Application Support Engineer . This is a customer-facing, Tier 2 application support role for our SaaS fleet management platform. You will own escalated customer issues, investigate complex application behavior, identify root causes, communicate clearly with customers, and partner with Product and Engineering when deeper analysis or product changes are needed. This is not desktop support. This is not internal IT. This is not a Tier 1 call‑center role. This is not a junior developer role hiding under a support title. This is application support for someone who likes solving mysteries, understands how real customers use real software, and is willing to do whatever it takes to help the customer and the team succeed. We do not do silos. Support, Product, Engineering, QA, DevOps, Customer Success, and Implementation all have to work together to deliver great outcomes for our clients. You will be right in the middle of that, bringing clarity when issues are confusing, urgency when customers need help, and better information when Engineering needs to get involved. A note up front: we care more about aptitude than checked boxes. If you do not hit every single item below but you have the wiring to learn fast, dig deep, communicate clearly, and use AI-enabled tools as part of your everyday work, apply anyway. The learning curve here is real, but so is the opportunity to make an impact. What We’re Looking For In general, someone who: Feels at home being a member of a healthy team. This means they are not afraid to mix it up, be held accountable by the team, and hold others accountable as well. Passionately cares about our clients and helping them be more successful. Our clients are fleet managers, parts clerks, automotive technicians, and operations leaders who maintain everything from squad cars to school buses so that everyone comes home safely at the end of the day. Thinks of themselves less, while not thinking less of themselves. They are other‑centric, compassionate, and self‑assured. Is willing to lift boxes, clean floors, and hold doors if that is what it takes to get something done, because no job is beneath them. Takes ownership and initiative. They do not wait to be told what to do. They own their role and how to make it better. Loves to read, learn, grow, and stretch themselves. Is AI tooling‑first. They use modern AI‑enabled tools as part of their normal workflow and have strong opinions about where those tools help, where they fall short, and how to use them responsibly. We will ask. Specifically for this job, someone who: Owns escalated customer issues from investigation through resolution, without simply tossing hard problems over the wall. Troubleshoots complex SaaS application behavior involving workflows, configuration, permissions, reporting, integrations, data, and environment‑specific issues. Uses SQL to investigate application data, validate assumptions, find patterns, and explain what is actually happening. Reads logs, error messages, browser network activity, API responses, and system clues to narrow down root cause. Reproduces customer issues and determines whether the problem is user workflow, configuration, data, integration, environment, or product defect. Communicates clearly with customers throughout the process, especially when the answer is not obvious yet. Escalates to Product or Engineering with complete, organized, actionable information. Writes excellent internal notes, customer‑facing explanations, troubleshooting guides, and knowledge base content. Uses AI‑enabled tools to summarize ticket history, improve documentation, research faster, organize evidence, draft clearer communications, and build repeatable support workflows. Identifies recurring issue patterns and recommends improvements to product, documentation, tooling, training, or process. Helps raise the technical bar for the broader support team. Does this sound like you? Let’s talk. Key Results Areas aka the Job Outcomes Escalated customer issues are investigated thoroughly, communicated clearly, and driven to resolution. Customers feel heard, informed, and confident that RTA understands the issue and is working the problem. 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. Feeling confident this is in your wheelhouse? Let’s put that to the test. Qualifications OK, the boring HR part of the job posting that looks like every other posting out there, but it is necessary: 4+ years of experience in some combination of 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. If your cover letter reads like generic AI output, we will notice. Comfort working directly with customers on complex issues. Sound judgment about when to keep digging, when to escalation, 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 and 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 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. You have 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. The Bottom Line You have made it this far, so congratulations. We are really looking for ideal team players with an almost frightening intensity around solving customer problems, a deep curiosity about how software actually behaves, and a passion for serving the people on either side of them. The right person for this role does not just close tickets. They find answers. They bring clarity. They improve the system. They help customers feel taken care of. They make Support, Product, and Engineering better by the way they investigate and communicate. And they are AI tooling‑first. Not AI curious. Not “I tried a chatbot once.” We want someone who is already using AI‑enabled tools to work smarter, move faster, organize complexity, and raise the quality of their output. If that sounds like you, we should talk. 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. About Us RTA has been established since 1979 and has the reputation of providing the best customer service in the market. Our purpose is to help fleets succeed. We pride ourselves on creating a caring, family‑oriented atmosphere for both staff and clients, and love that our work makes a positive impact on all the lives we touch. Our clients carry kids in school buses, first responders in emergency vehicles, patients in ambulances, food and medical supplies in trucks, and people just taking the bus or train to work. We do meaningful work, and we want our clients to have the best tools available to them. Our office spaces are open, spacious, and colorful, with an abundance of natural light. We come together often as a company to enjoy freshly baked desserts or awesome lunches, and genuinely enjoy each other’s company. We offer some pretty unique perks and benefits, as well as all the standard ones. However this role is a hybrid role with the following requirements: Ability to sit or stand for extended periods Ability to work at a computer for prolonged periods Ability to travel up to 10% (minimal travel based on business needs) Why Top Talent Chooses RTA We invest in our people — period. 401(k) with 6% Safe Harbor match, 100% vested day one. Flexible PTO model designed to support work‑life balance and manager‑approved time off. Cigna PPO and HSA medical plan options with company contributions. Garner Health HRA program reimbursement opportunity. Wellness rewards. Virtual care and mental health support resources. Company‑sponsored benefits including dental, vision, EAP, life, STD, LTD, legal plan, and identity theft protection options. Additional employee perks, wellness initiatives, and discount programs. The part we’re most proud of 99% of employees say RTA is a Great Place to Work - Great Place to Work Certified (3 years running) We’ve also had 30% ARR growth — 2 years straight, and We are an AI‑forward company — we build for the future Big growth. Real benefits. Strong culture. A team that actually delivers. Heading to RTA HQ? Coming from the east side? You'll enjoy waving at the traffic going the other way while never having to stare at the blinding sun. It only takes about 25 minutes to get here from downtown Scottsdale in the mornings. We are located close to Arrowhead Mall, with quick access to the 101 from multiple directions. If all of this sounds like you, and your type of company, then click apply! Seriously, we've asked you five times, and you are still reading. Maybe you're just thorough — and honestly, that's exactly what we need in this role. Now stop reading and start applying. We'll bring the desserts. 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. Equal Employment Opportunity 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. Requirements We cannot accept any student visas or provide sponsorship at this time. #J-18808-Ljbffr