Application Support Engineer

About SPOTIO

SPOTIO is in an emerging market with massive potential looking for an Application Support Engineer (ASE) that can help us continue this fantastic growth streak. You will experience a great culture that is dedicated to creating value, professional improvement and career advancement… that’s SPOTIO! SPOTIO is one of the most dynamic startups in the United States, and we are proud to be recognized five times in the Dallas Business Journal’s Best Places to Work.

As the ASE you will provide critical problem solving capabilities for our customers and our Customer Experience team.  We believe in providing an outstanding journey for customers from the moment they are evaluating our tools all the way through onboarding, and along the way we help them until they become our biggest fans and advocates.  Part of the journey is helping them solve complex problems that they encounter as they are working to take their Field Sales team to the next level.  The ASE will serve as a critical team member in solving these kinds of problems.  You will be facilitating platform integrations, providing technical consultation about the capabilities of our tools during onboarding and helping to engineer scalable and sustainable solutions throughout the customers’ journey.  

How Our Application and Product Support Team Works at SPOTIO: 

Our Product Vision is to provide the best tools to help field sales teams achieve more, and our belief is that talented engineers can solve real problems for customers throughout every step of their journey.  The ASE will work with Product Management, Development, Support and Sales as a critical player to help shape that journey to ensure customer success.  

SPOTIO solves a very real problem for both the Field Sales reps and sales leaders, and our solution dramatically impacts their ability to achieve more...we have a compelling story to tell and you can join us to make it even better. 

Your day will consist of collaborating with customers and internal stakeholders to provide technical insight into how we can optimize our platform, solve customer problems, as well as facilitate platform integrations.  You will be the first line of defense when it comes to keeping our apps running smoothly and will work closely with internal teams and external vendors to triage, troubleshoot, and solve application issues.   We are a growing company, and we are looking for someone who likes to be challenged and is interested in having an immediate impact.  

We operate in an Agile Scrum framework, so the ASE will provide input into prioritizing essential customer needs during scrum ceremonies.  The ASE will influence a cross-departmental team to understand and organize customer needs to improve overall User Satisfaction and to maximize the customers’ journey.  In addition to providing insight and leadership to organize our business priorities around customer needs, the ASE will also help customers directly during the more complex aspects of their user experience (i.e., platform integrations, leveraging our open API, answering complex support tickets/requests, etc.). 

What you will do:

• Serve as the go-to expert for our business critical applications.
• Monitor, triage, and resolve application issues and user tickets, while also knowing which tickets need to be escalated to the development team.
• Work closely with product, engineering, and IT to escalate bugs or request enhancements
• Create and maintain technical documentation, knowledge bases, and runbooks
• Automate or streamline recurring support tasks (scripting and programming)
• Assist with device management and security compliance.
• Deliver clear, calm communication—even when things are on fire
• An ability to analyze customer issues with deep understanding of all logs and data we are gathering 
• An ability to call API over tools like Postman to execute in system operations over API
• Building integration workflows in Zapier
• Monitoring production metrics and providing analysis and reaction plans for errors/failures
• Analyzing issues with infrastructure and communicating with 3rd party service providers or the SPOTIO Dev team to resolve them

What you Bring:

• Fluent in some of query languages like SQL, Kusto or others
• Experience working with ticketing systems (Jira, Zendesk, ServiceNow, etc.)
• Solid understanding of REST APIs, logs, and system integrations
• Analytically minded and display curiosity and inquisitiveness in solving complex problems
• Excellent troubleshooting skills—you know how to follow the breadcrumbs
• Strong communication and documentation habits

Nice to have:

• Knowing any programming/Scripting language (Python, Bash, Javascript, etc)
• Ability to use tools such as postman
• Inventive in developing workaround solutions for customers
• Experienced in monitoring cloud solutions like in AWS, Azure or Google cloud console
• Knowledgeable about metrics gathered by IT systems: such as requests, response time, errors, http etc. 
• Able to create your own alert rules in monitoring to proactively react on infrastructure issues

What You'll Get in Return:

• An opportunity to work in one of the fastest growing, dynamic startups in the United States

• At SPOTIO you will be expected to have an impact, and you will be given an opportunity to Lead.  
• Unlimited growth potential from a professional career standpoint.  We are building our Leadership team for tomorrow, and we want you to help us achieve new heights.

• $750 Learning and Development Stipend
• 401K with 3% company match
• Medical Insurance
• Dental Insurance
• Vision Insurance
• 8 paid holidays
• 3 weeks of paid time off
• Voluntary benefits (pet insurance, legal, accident)
• 24/7 EAP - Free Professional Counseling Services

SPOTIO Work Environment

This position is hybrid. We work in the office twice a week on Tuesday and Wednesday.

SPOTIO Values

• Solve For the Customer - know their goals, business, and how we help customers achieve a 10x ROI
• Play to Win - we lead the way to victory through ownership, urgency, and competitive mindset
• Make it Great - be the best version of yourself for your family, team, customer and company
• We Know Where We Stand - open, honest, and timely feedback with clear visibility to the metrics that matter
• Relationships Matter - collaborate with team members, customers, and partners to accelerate success

SPOTIO is firmly committed to the principle of equal employment opportunity. SPOTIO offers employment opportunities without regard to race, color, sex, age, religion, national origin, disability, U.S. military and or other prohibited bases of discrimination, both state and local. All aspects of the employment relationship (including recruiting, hiring, training, working conditions, compensation, promotion, discipline, and termination) are subject to this policy. Candidates must pass a pre-employment background check and drug screen.

**We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas**