Job description
Why is this role important to Field Nation?
The Application Support Engineer is an entry-level software engineer position that plays a crucial role for our product teams. As experts on our product functionality as well as the code that makes it all work, they are the go-to people when questions or difficulties arise. They’re responsible for investigating advanced problems not fit for our standard support and coming up with the solutions. This position offers the opportunity to be in a fast-paced, high-growth environment where new ideas are encouraged and collaboration is a must. This position is located in Bangladesh, Dhaka, and reports to the Director of Platform Engineering.
What You’ll Do:
- Monitoring and responding promptly to incoming support tickets regarding software defects.
- Independently drive resolution of highly ambiguous and complex issues, connecting with subject matter experts as needed.
- Solve the most complex/systemic cases requiring deep product knowledge and advanced debugging expertise.
- Guide case prioritization and lead triage for high-priority issues.
- Mentor and coach team members at all levels, setting standards for SLO discipline and runbook/process excellence.
- Champion process improvements and documentation standards to ensure organization-wide MTTR (Mean Time to Resolution) and FRT (First Response Time) compliance.
- Prioritize and drive systemic fixes to reduce MTTR and improve overall support quality.
- Use scripts, SQL queries, and advanced tooling to resolve issues efficiently.
- Partner with Engineering, Platform, and Support teams on proactive tooling and process improvements.
- Shape and implement knowledge-sharing strategies, ensuring robust knowledge capture across the team.
- Perform advanced debugging across PHP, MySQL, and Node.js services; demonstrate strong grasp of OOP JavaScript, relational database optimization, and API integrations.
- Assist others in debugging and resolving fairly complex issues.
What You’ll Need:
- Extensive experience in web and software development, including advanced debugging and troubleshooting.
- Experience in technical support teams
- Expert proficiency in PHP, MySQL, Node.js, and OOP JavaScript (ES6+).
- Strong skills in relational database optimization and API integrations.
- Proven ability to resolve complex, cross-functional technical issues.
- Demonstrated leadership and mentoring abilities.
- Effective oral and written communication skills, including handling executive-level escalations.
- Ability to drive process change and set best practices across teams.
- Experience using scripts and SQL queries for issue resolution.
- Strong analytical and problem-solving skills.
- Bachelor’s Degree in Computer Science or equivalent experience.
Preferred Experience and Background:
- Experience leading technical support teams or acting as a primary responder for critical incidents.
- Familiarity with process improvement methodologies and SLO management.
- Experience partnering with cross-functional teams to influence product and engineering priorities.
Working Hours and Location:
- Working Hours: 8:00 PM - 5:00 AM (Night Shift), Monday to Friday
- Office Location: Uttara 12, Dhaka (Hybrid)
Salary Range:
- BDT 80,000 - 120,000 (Monthly)
Other Benefits:
- Competitive salary based on experience and qualification.
- Mobile Bill
- Festival Bonus
- Leave Encashment
- Medical Insurance
- Gratuity Benefit
- Lunch/Dinner - Fully Subsidized
- Transportation Service - Drop Off
- Gym Membership
- Career Development Budget
- Annual performance evaluation and increment.
- Profit Sharing - Field Nation LLC Performance Reward.
- Sound work-life balance - Regular working hours: 8 Hours/Day, 5 Days/Week.
- Flexible leave/vacation policy.
- Friendly work environment.
- Opportunity to work with cross-cultural teams in the US.
Why Field Nation?
At Field Nation, we are breaking the barriers to work and enabling the gig economy. We’re a tech company that offers a web-based marketplace solution for buyers and sellers of contract services to simply connect, work, and manage their business. We look for collaborators, innovators, and problem solvers to join us in our common purpose of changing the way work gets done. We were named a Top Workplace by the Star Tribune in 2017, 2018, 2019, and a Top 150 Workplace in 2020. We look to hire extraordinary people and provide them extraordinary benefits.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
