We're looking for an
Application Support Engineer
to help the top customers of a fast-growing AI app builder successfully build and scale their apps. The platform lets business owners describe the software they need in plain language and get a working product. Those customers are not technical, so when the platform's AI agent fails them, they are stuck. You are the person who gets them unstuck, whether that means fixing a bug, advising on architecture, or sorting out an integration.
This is a support role for engineers. You will debug real production issues in customer apps, then take what you learn and fix the underlying platform or AI agent so the same issue never happens again. You will also build automations so your support workflow can scale to hundreds of customers a day. If you are a strong TypeScript and React engineer who likes talking to customers, moves fast, and cares about getting the details right, this role is a strong fit.
Why You'll Want to Join
You will be paid in
USD
(bi-monthly: every 15th and 30th)
Paid Time Off
in accordance with company policy
Observance of
Holidays
per company guidelines
100% remote setup
so you can work wherever you're most productive
This role requires working
standard Sydney business hours
Work on a modern stack with AI at the core of the product, across multiple cloud providers and AI models
Stay in the role as long as you like, with an open path to transition into software engineering, pre-sales engineering, or post-sales engineering after 6 to 12 months
What You'll Work On
Customer App Resolution
Fully resolve issues with customer apps, from fixing bugs to advising on architecture to helping with integrations
Work with non-technical customers and explain problems and fixes in clear, simple language
Debug production issues using logs, traces, repros, and minimal test cases
Close tickets at high volume without sacrificing quality or leaving customers half-helped
Product and Platform Improvement
Turn every customer fix into a platform improvement by updating the underlying platform or AI agent so the issue does not recur
Spot patterns across tickets and flag the product gaps that cause the most customer pain




Work with the engineering team to ship fixes quickly and verify they work
Knowledge Base and Documentation
Keep public and internal documentation up to date, including known issues
Write guides and answers that are clear, concise, and tailored to the audience
Turn repeated questions into self-serve resources
Support Automation
Automate your support workflow so you can help hundreds of customers a day
Build tooling, scripts, and AI-assisted workflows that cut repetitive work and speed up resolution
Continuously improve how support runs rather than just working the queue
Incident Response
Be the first point of contact for platform incidents during your working hours
Manage the public status page and customer communication during incidents
Coordinate with engineering on diagnosis and resolution, and follow up with clear updates until it is closed
What You Bring
Strong TypeScript and React background
Solid modern web app fundamentals including APIs, authentication, and databases
Proven ability to debug production issues using logs, traces, repros, and minimal test cases
Strong systems and architecture thinking, including scalability, reliability, performance, and security basics
Excellent written communication that is clear, simple, concise, and specific to the audience
Prior experience in a customer-facing role such as support, sales, or pre-sales
A track record of closing 50 or more tickets a day
A bias to ship fast, iterate, and correct mistakes quickly
Good taste and attention to detail, with pride in work that is simple and self-serve
Hunger and a willingness to work hard and operate at any level to get things done
Available to work standard Sydney business hours
Nice to Have
Experience with Postgres, Redis, ClickHouse, Hono, Drizzle ORM,



Temporal, or Tailwind
Experience with Cloudflare or AWS and infrastructure as code tools such as CDK or Terraform
Experience building with AI SDKs and LLM-based applications
Experience building automations or internal tooling to scale a support function
Experience managing platform incidents and public status communication
Experience supporting non-technical or small business customers
How to Apply
Please include:
Your
updated resume
A
GitHub link or example of work
if you have one
A
short Loom video (1 to 2 minutes)
introducing yourself, describing your engineering and customer-facing experience, and walking through a production issue you debugged from report to fix and what you changed so it would not happen again
Only candidates who submit a Loom video will be moved to the next step of the hiring process.
If you are an engineer who likes solving real problems for real customers, moves fast, and wants to help build a platform that makes software accessible to non-technical operators, this role gives you the ownership and the direct impact to do your best work.
Application Process Overview
Our comprehensive selection process ensures we find the right fit for both you and our clients:
Initial Application
- Submit your application and complete our prequalifying questions
Video Introduction
- Record an video introduction to showcase your communication skills and work experience
Role-Specific Assessment
- Complete a homework assignment tailored to the position (if applicable)
Recruitment Interview
- Initial screening with our talent team
Executive Interview
- Meet with senior leadership to discuss role alignment
Client Interview
- Final interview with the client team you'd be supporting
Background & Reference Check
- Professional reference verification
Job Offer
- Successful candidates receive a formal offer to join the team
Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.

📌 Application Support Engineer (Pcs941) (Xico)
🏢 Hire Overseas
📍 Xico