Application Support Engineer

We are looking for an Application Support Engineer to deliver high-quality assistance to merchant partners and help optimize their experience across technical and operational workflows. This Long-term Contract position is based in Pittsburgh, Pennsylvania, and focuses on supporting client implementations, resolving application issues, and improving day-to-day support processes. The ideal candidate will combine strong troubleshooting ability with clear communication and a practical understanding of integrations, documentation, and cross-functional collaboration.

Responsibilities:
• Support merchant partners with guidance on platform usage, implementation approach, troubleshooting, marketing-related questions, and accounting process alignment.
• Investigate and resolve integration challenges involving ecommerce storefronts, APIs, and back-end order management environments.
• Create and refine support procedures that improve service quality, consistency, and operational efficiency.
• Produce clear technical documentation for recurring issues, workflows, configurations, and resolution steps.
• Collaborate with internal teams to establish effective processes that span support, product, and engineering functions.
• Gather client insights and translate recurring feedback into actionable recommendations for product and engineering improvements.
• Monitor application performance issues and respond to support requests with timely, solution-oriented communication.

Requirements

• Experience in application support, technical support, or a related client-facing engineering role.
• Working knowledge of APIs, HTML, and troubleshooting web-based application integrations.
• Familiarity with ecommerce platforms and order management system support is strongly preferred.
• Understanding of infrastructure and enterprise technologies such as Active Directory, Cisco technologies, Dell technologies, and computer hardware.
• Ability to document technical processes and communicate complex information in a clear, concise manner.
• Strong problem-solving skills with the ability to manage multiple issues in a fast-paced environment.
• Proven ability to work effectively with cross-functional teams and external partners.