Application Support Engineer

As an Application Support Engineer on the Customer Success team, you’ll play a critical role in ensuring our customers can take full advantage of their Tulip subscription. You’ll achieve this by delivering a support experience which is effortless for our clients while also proactively assisting in the maintenance and monitoring of the systems that deliver the Tulip experience.

Who you are:  
The ideal candidate is a master problem solver who thrives on tackling complex technical issues. You love learning new about new technologies. Customer service for you is not ‘just a job’, but something you care passionately about. You love to tackle challenging issues and is someone who is eager to help build those around you.  

We believe:
When you join Tulip, you’ll be part of a fast-growing group of people who come from different backgrounds, countries, and experience. We believe in investing in our people, building positive relationships with our customers, and treating our work like craft. We prioritize diversity, inclusion and building a community, and we stay humble and hungry.

What you'll do:

  • Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
  • Debug software defects escalated through the field
  • Build and maintain a library of technical documentation designed to help accelerate issue resolution
  • Assist in software deployment activities
  • Proactively prevent issues that could have a negative impact on our customers
  • Participate in an on-call rotation to ensure 24/7 coverage

What you'll need

  • Technical post-secondary degree (e.g. Computer Science, Engineering, etc.)
  • 3+ years of experience in a customer service role within the software industry
  • Experience troubleshooting multi-tiered SaaS solutions, including integration with external or 3rd party systems
  • The ability to read, write & debug software
  • Knowledge of Relational Database concepts and SQL Query experience
  • Direct experience with PHP, Go, Bash scripting is a bonus