Archived listing. The details below describe a past opening.
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.
- 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.