Application Support Engineer

At Intenseye, we believe protecting people at work is non-negotiable.

That’s why we’re building the world’s most advanced AI-powered platform for industrial environments, designed to help organizations move from reactive programs to proactive risk prevention across safety, operations, and quality management. Our technology gives enterprises the ability to see risk and inefficiency as they emerge, take action in real time, and prevent incidents before they happen.

Powered by cutting-edge AI and Intenseye’s proprietary Sentinel hardware, our platform delivers ethical, highly accurate intelligence across complex worksites. EHS, operations, and quality teams gain continuous leading indicators, deep operational insight, and unprecedented visibility into how work actually happens.

Today, Intenseye helps protect hundreds of thousands of workers across 25+ countries—and we’re just getting started.

The Role

What you will do:

• Handle inbound customer inquiries via chat and email — answering platform questions, guiding users, and resolving issues end-to-end
• Own customer communication throughout the lifecycle of every ticket, providing timely and clear updates.
• Join customer calls and meetings as a technical representative and engage confidently with enterprise IT and network teams.
• Maintain and contribute to user-facing documentation, help center content, and knowledge base articles.
• Troubleshoot and resolve connectivity issues by working directly with customers' IT teams — including remote access sessions, VPN configuration, SSH access, proxy setup, and firewall and network diagnostics.
• Support on-premise and cloud/hybrid deployments, handling integration and infrastructure issues that require hands-on network-level investigation.
• Investigate platform and integration issues across application, service, and network layers, using available monitoring and observability tools.
• Configure and troubleshoot SSO and authentication integrations for enterprise customers.
• Escalate complex issues to engineering and product teams with well-documented findings and clear reproduction steps.
• Work with engineering, DevOps, and product teams on deeper investigation, bug resolution, and new feature rollouts.
• Contribute to improving internal processes, playbooks, and support tooling.
• Partner with the Support Manager to develop support territory strategy

What we are looking for:

• 3+ years in a technical or application support role, ideally within an Enterprise SaaS environment.
• Solid Linux fundamentals — comfortable in the command line, reading logs, and running diagnostic commands.
• Strong networking knowledge: TCP/IP, DNS, firewalls, NAT, proxy configurations, and port forwarding.
• Hands-on experience with SSH and VPN — setup, tunneling, and troubleshooting.
• Comfortable doing L1 customer chat and deep technical investigation on the same day.
• Strong written English and a natural ability to explain technical topics to non-technical stakeholders.
• Ability to navigate ambiguity
• Excellent oral communication skill with both internal stakeholders and external technical teams
• Willingness to travel occasionally for on-site customer visits — you're comfortable getting in front of customers in person when the situation calls for it.

Intenseye is proud to be an Equal Opportunity Employer. We are committed to building a diverse, inclusive, and equitable workplace where every team member feels valued and empowered. We recruit, hire, train, compensate, and promote without regard to race, color, age, sex, ancestry, marital status, religion, national origin, physical or mental disability, sexual orientation, gender identity or expression, medical condition, pregnancy, veteran status, genetic information, or any other characteristic protected by applicable law.

We know that not everyone will meet 100% of the listed qualifications, and that’s OK. Research shows that individuals from underrepresented groups often hesitate to apply unless they meet every criterion. If you’re excited about our mission and believe you can have an impact in this role, we strongly encourage you to apply. Your experience, skills, and perspective may be exactly what we’re looking for.

Seen 18 days ago · Intenseye postings close after a median of 17 days.

Original posting on Intenseye's site ↗

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