Job details

Application Engineer II

Higher Logic is a cloud-based engagement platform provider that helps organizations manage digital customer experiences, online communities, and marketing automation. The Application Engineer II will support Customer Services and Support teams by troubleshooting software services, performing basic code analysis and SQL queries, triaging issues, and escalating to development, operations, or DevOps teams as needed.

Skills

Basic knowledge of database structure and SQL querying
Familiarity with HTML, CSS, JavaScript, and PHP
Understanding of object-oriented programming concepts
Experience using browser developer tools for troubleshooting
Comfort working with SaaS applications and cloud environments
Experience with issue management systems and incident workflows
Strong problem-solving and customer-service orientation
Hands-on experience with generative AI tools and prompting for research and task automation

Responsibilities

Troubleshoot customer-reported issues escalated by Customer Services; perform triage, basic code analysis, and SQL queries to isolate and resolve problems
Take ownership of assigned tickets and follow issues through to resolution and closure
Escalate complex problems to appropriate teams (Development, Platform/DevOps, Operations) and provide clear diagnostic context
Develop product knowledge and work toward subject-matter expertise
Use IT and issue-management tools to meet SLAs, follow escalation processes, and document findings
Collaborate with senior team members to investigate root causes and implement fixes
Monitor system resources and application health; escalate incidents as needed
Maintain and update technical and procedural documentation
Occasionally participate in on-call rotations including nights, weekends, and holidays

Education

BA/BS degree or equivalent experience
Typically requires a minimum of 2 years related experience; role range 0–5 years

Benefits

Remote work / flexible location
Health, dental, and vision insurance (typical for role)
401(k) or retirement plan
Paid time off and holidays
Professional development and training opportunities
Competitive salary and possible on-call compensation

To read the complete job description, please click on the ‘Apply’ button

Application Engineer Support Engineer SQL JavaScript PHP HTML CSS SaaS DevOps Troubleshooting Customer Support Generative AI On-call Issue Management Browser DevTools

Higher Logic Glassdoor Company Review

3.7

Higher Logic DE&I Review

No rating

CEO of Higher Logic

Kevin Boyce

Approve of CEO

Average salary estimate

$82500 / YEARLY (est.)

min

max

$70000K

$95000K

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