About the role

Role overview

Join Phorest’s fast-paced SaaS team as an Application Support Engineer. You’ll act as the voice of the customer, become a subject matter expert in the platform’s Salon Management and Back of House areas, and help ensure salons worldwide get a seamless experience.

Key responsibilities

Provide high-quality technical customer service and build strong customer relationships.
Investigate reported issues, troubleshoot production issues, and escalate the right items to Product and Development.
Shape product improvements based on customer needs and recurring issues.
Develop and maintain expertise as a platform SME, including analyzing system behavior and logs.
Mentor Level 2 engineers.

Requirements

Ability to adapt quickly to changing priorities and customer needs.
Strong ability to read and analyze application and/or database logs.
Experience in application support for high-traffic web/cloud systems (or related roles such as QA or software engineering).
Ability to collaborate across multiple disciplines.
Good judgement to determine solutions to complex customer technical issues.
Experience with relational databases (e.g., MySQL, PostgreSQL).
Growth mindset and willingness to continuously develop skills.
Basic understanding of programming fundamentals.
Experience working with APIs (e.g., REST/JSON, GraphQL).
Experience with SaaS logging/reporting platforms.
Working knowledge of frontend technologies (e.g., HTML/JavaScript, Ember, React Native, Swing).
Working knowledge of Java.
Experience with applications deployed on AWS infrastructure.

Nice-to-haves

Broader exposure across the platform’s Salon Management and Back of House domains.
Prior mentoring experience supporting Level 2 engineers.

About Phorest

Phorest is a SaaS company focused on helping salons manage their businesses through a dedicated salon management platform. The role sits within a fast-paced product team supporting customers worldwide and improving the platform based on real-world production issues and feedback.