HireRight

Application Support Engineer

HireRight

full-time

Posted on:

Location Type: Remote

Location: Tennessee • United States

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About the role

  • Serve as a technical escalation point for customer-reported issues related to product behavior, data accuracy, and platform performance.
  • Investigate and reproduce bugs using application logs, databases, and analytics tools; clearly document findings and expected behavior.
  • Triage, prioritize, and track bugs and technical issues in collaboration with Engineering and Product teams.
  • Translate customer feedback, support tickets, and usage patterns into clear product requirements and feature requests.
  • Partner with Product to help shape the product roadmap by identifying recurring customer pain points and high-impact opportunities.
  • Act as the voice of the customer in internal product and engineering discussions.
  • Validate bug fixes and product enhancements before and after release to ensure issues are fully resolved.
  • Assist in defining acceptance criteria, edge cases, and real-world scenarios for new features.
  • Analyze customer behavior and trends using data tools to proactively identify friction points or adoption issues.
  • Collaborate with Support and Revenue teams to improve workflows, tooling, and customer communication around product changes.
  • Create internal documentation, runbooks, and product insights that improve support efficiency and product understanding.
  • Support launches by helping prepare release notes, internal enablement materials, and customer-facing explanations.

Requirements

  • 2–5 years of experience in a technical role at a SaaS or software company (Support Engineer, Technical Support, Solutions Engineer, QA, or Engineering)
  • Hands-on experience investigating application issues, bugs, or data discrepancies
  • Exposure to working with product managers and engineering teams in an agile or iterative development environment
  • Experience supporting or analyzing customer-facing software products
  • Strong interest in product development, product strategy, and customer-driven roadmap planning
  • Experience in regulated, compliance-driven, or data-sensitive environments is a plus
Benefits
  • Medical
  • Dental
  • Vision
  • Paid Life/AD&D Insurance
  • Voluntary Life Insurance
  • Short- & Long-Term Disability
  • Flexible Spending Accounts
  • 401K
  • Generous Vacation and Sick Program
  • 10 Paid Holidays
  • Education Assistance Program
  • Business Casual Attire
  • Generous Referral Program
  • Employee Discounts and Rewards
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
bug investigationdata analysisapplication loggingdatabase managementagile developmentproduct requirements gatheringacceptance criteria definitionfeature request documentationcustomer behavior analysistechnical issue tracking
Soft Skills
communicationcollaborationproblem-solvingcustomer advocacyprioritizationdocumentationworkflow improvementanalytical thinkingcustomer feedback translationteamwork