We are looking for an Application Support Engineer to deliver high-quality assistance to merchant partners and help optimize their experience across technical and operational workflows. This Long-term Contract position is based in Pittsburgh, Pennsylvania, and focuses on supporting client implementations, resolving application issues, and improving day-to-day support processes. The ideal candidate will combine strong troubleshooting ability with clear communication and a practical understanding of integrations, documentation, and cross-functional collaboration.<br><br>Responsibilities:<br>• Support merchant partners with guidance on platform usage, implementation approach, troubleshooting, marketing-related questions, and accounting process alignment.<br>• Investigate and resolve integration challenges involving ecommerce storefronts, APIs, and back-end order management environments.<br>• Create and refine support procedures that improve service quality, consistency, and operational efficiency.<br>• Produce clear technical documentation for recurring issues, workflows, configurations, and resolution steps.<br>• Collaborate with internal teams to establish effective processes that span support, product, and engineering functions.<br>• Gather client insights and translate recurring feedback into actionable recommendations for product and engineering improvements.<br>• Monitor application performance issues and respond to support requests with timely, solution-oriented communication.

• Experience in application support, technical support, or a related client-facing engineering role.<br>• Working knowledge of APIs, HTML, and troubleshooting web-based application integrations.<br>• Familiarity with ecommerce platforms and order management system support is strongly preferred.<br>• Understanding of infrastructure and enterprise technologies such as Active Directory, Cisco technologies, Dell technologies, and computer hardware.<br>• Ability to document technical processes and communicate complex information in a clear, concise manner.<br>• Strong problem-solving skills with the ability to manage multiple issues in a fast-paced environment.<br>• Proven ability to work effectively with cross-functional teams and external partners.

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