Application Support Engineer

Sequoia Benefits San Mateo , CA 94401

Posted 1 week ago

The Application Support Engineer will provide Level 1 & 2 enterprise/technical support from our San Mateo office. This is a frontline role at Sequoia and will work closely with application users by troubleshooting software issues and helping achieve a quick resolution. In addition, the Application Support Engineer will work closely with Sequoia's Employee Advocates, Client Operation Managers, Engineering, and Data Analysts to ensure a smooth experience for Sequoia Mobile users with a consistent focus on customer satisfaction. Candidates must have strong customer service skills and a technical background.

What You Get To Do

  • Be the first point of contact for support queries from named contacts at client sites

  • Prioritize, investigate, diagnose, and resolve issues related to Sequoia Mobile services

  • Liaise with Sequoia Development and Product teams on issues that cannot be readily resolved at first contact

  • Read and interpret logs, and use log analyzers like Splunk, Cloudwatch, etc.

  • Identify recurring issues, perform root cause analysis, and provide suggestions to Engineering & Product teams.

  • Ensure that tickets are followed up on, kept up-to-date, and properly closed to ensure adherence with SLAs

  • Assist engineers with implementations of Sequoia Services by acting as a conduit to Development Operations

  • Assist in product testing and research


  • Exceptional ability to troubleshoot technical problems on iOS and Android platforms

  • Excellent interpersonal and customer care skills

  • Ability to deal with difficult callers and work calmly and professionally under pressure

  • Minimum of 1-2 years' relevant experience in customer services and/or technical support in one of the following fields: HR & employee benefits firm or vendor, technology, software, collaboration or unified communications technology

  • Logical approach to troubleshooting, including good analytical and problem-solving skills

  • Good record keeping abilities accurate and detail-oriented

  • Excellent written and verbal communication skills; ability to communicate effectively in English, both orally and in writing

  • Experience with helpdesk ticket/logging tools (JIRA experience beneficial)

  • Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base

  • Proactive and driven working style with the ability to adapt to change

  • Ability to thrive in a fast-paced environment

  • Ability to work effectively, efficiently, and independently

  • BS in computer science or a related field is preferred

Sequoia's Culture Our most important asset:

  • Integrity

  • Passion for service

  • Innovative

  • Growth oriented

  • Caring for others

  • Promise-centric

  • Focused on relationship building

Compensation & Benefits

Sequoia provides competitive compensation including base salary, performance based bonus programs, and comprehensive benefits package including 401(k) matching.

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Application Support Engineer

Sequoia Benefits