Senior Application Support Engineer – L3

Phorest Software

Senior Application Support Engineer resolving complex issues and delivering seamless experience for salons worldwide at Phorest. Work on product improvements and support customer technical needs in a SaaS environment.

Posted 4/23/2026full-timeRemote • Arizona, Connecticut, Florida, Illinois, Maryland, Massachusetts, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Texas, Utah • 🇺🇸 United StatesSeniorWebsite

Tech Stack

Tools & technologies

CloudGraphQLMySQLPostgres

About the role

Key responsibilities & impact

Delivering a high standard of technical customer service and building strong customer relationships
Production issue troubleshooting, resolution, and root cause analysis - you will have access and learn to use our advanced production monitoring tools
Be part of a team of software engineers, attending stand-ups, and planning sessions
Investigation of reported issues in the system to make sure we are responding to clients needs in a timely manner.
Escalation of appropriate issues to the Product and Development teams
Creating and maintaining concise and clear knowledge articles
Mentoring for Level 2 (L2) engineers to help them progress in their career

Requirements

What you’ll need

Application support experience for high traffic web / cloud based systems, or experience in other technical roles like QA or software engineering
Experience with relational databases (MySQL, PostgreSQL, etc.)
Experience working with APIs (REST/JSON, GraphQL)
Ability to read and analyse application and/or database logs
Demonstrated ability to exercise judgement to determine appropriate solutions to complex customer technical issues
Ability to effectively collaborate with folks across multiple disciplines to ensure that key business needs are addressed
Ability to adapt quickly to changing priorities and customer needs
Growth mindset - willingness to hone and develop your skills
Basic understanding of fundamentals of programming.

Benefits

Comp & perks

Phorest currently offers a range of fully employer-paid benefits including Medical, Dental, Life, AD&D, Short Term Disability, an EAP, and wellness perks.
Employees also have access to optional extras, such as a 401(k) and a range of upgraded insurance options.
Career development is important to us. We even have our own in-house Learning and Development/Business coach and many online resources including LinkedIn learning.
We like to have fun, build camaraderie through regular social events.
Phorest also encourages Employee Resource Groups, you will have the opportunity to join or champion a club, society, or group.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

application supportrelational databasesMySQLPostgreSQLAPIsRESTJSONGraphQLtroubleshootingroot cause analysis

Soft Skills

customer servicerelationship buildingcollaborationjudgmentadaptabilitygrowth mindsetmentoringcommunicationproblem-solvingtime management