Decisions is a fast-growing, private-equity-backed technology company that provides an integrated workflow and rules platform for business process automation (BPA). Trusted by top Fortune 500 firms and SMBs worldwide, Decisions empowers diverse industries around the globe to streamline and improve their processes, enhancing efficiency and yielding results, regardless of technical expertise. This no-code automation platform seamlessly integrates AI tools, rules engines, and workflow management, enabling the transformation of customer experiences, modernization of legacy systems, and the achievement of automation goals three times faster than traditional software development.
DescriptionWe are seeking a highly technical and customer-focused Application Support Engineer to provide enterprise-level support for workflow and BPM platform customers. This role combines hands-on troubleshooting with structured SLA-driven support operations and cross-functional collaboration to ensure platform reliability, performance, and customer satisfaction.
The ideal candidate is technically strong, analytical, and comfortable working in a fast-paced support environment that requires active problem-solving rather than ticket coordination alone.
Responsibilities- Take full ownership of customer-reported issues and drive them through to resolution.
- Research, diagnose, troubleshoot, and resolve technical problems across application, database, and infrastructure layers.
- Provide support via portal, email, phone, chat, and live sessions as required.
- Ensure adherence to established support procedures, service level agreements (SLAs), and internal escalation protocols.
- Escalate issues appropriately to Engineering, CloudOps, or other relevant teams following defined processes.
- Monitor platform health indicators and identify performance or availability concerns.
- Reproduce customer-reported issues and perform root cause analysis for recurring or complex problems.
- Investigate and optimize SQL queries and database-related performance concerns.
- Collaborate with internal teams to ensure timely and effective issue resolution.
- Document troubleshooting steps, root causes, and solutions in knowledge base articles.
- Follow up with customers to ensure successful resolution and deliver a high-quality support experience.
- Actively engage in technical problem-solving; this role requires hands-on troubleshooting rather than ticket logging or coordination only.
- Bachelor’s degree in Systems Engineering, Information Technology, or a related field (or equivalent practical experience).
- Advanced English communication skills (written and verbal).
- Proficiency with Linux, PHP, JavaScript, and SQL-based databases (MySQL and/or SQL Server).
- Strong knowledge of SQL query analysis and database performance troubleshooting.
- Experience working in Linux environments.
- Competence with Linux and Windows web server deployment, including Apache and Nginx.
- Experience troubleshooting front-end, back-end, and data-related issues in enterprise applications.
- Solid experience in enterprise Technical Support environments.
- Laravel knowledge.
- Docker knowledge and/or exposure to containerized environments.
- Virtual machine deployment experience.
- Experience using ticketing systems in structured SLA-driven environments.
- Experience supporting workflow, BPM, or enterprise software platforms.
- Understanding of automation, workflow modeling, and business process concepts.
- Ability to analyze performance bottlenecks and complex system behavior.
- Strong analytical and troubleshooting mindset.
- Ability to manage multiple issues simultaneously in a structured and disciplined manner.
- Customer-first attitude with commitment to high-quality service.
- Ability to clearly articulate technical issues and collaborate effectively across teams.
- Willingness to seek assistance when needed to ensure timely resolution.
What We Do
Decisions provides a rules-driven, no-code platform, enabling companies to drastically reduce their time to market for their applications. Decisions technology is deployed as the basis of multiple commercial applications in healthcare, life sciences, finance, logistics, and operations software. It is used directly by companies on almost every continent, ranging from mid-size companies to many Fortune 500 corporations. Decisions provides one no-code platform for all types of business processes. With our no-code visual designer you can deploy fast and empower business users to manage their own processes. There are thousands of features built-in, ready to drag and drop and you’re done! Our rules-driven automation allows you to adapt quickly to price changes, regulations, customer demands and more. We have seen technology evolve rapidly during the past decade, and the disruption of Covid-19 cannot be understated. Entire industries have been forced to reengineer how they get work done. The chaos caused by the pandemic has shown how ill-prepared many businesses are to adapt to sudden changes. For example, processing paperwork is difficult when employees are remote and paper forms are physically at the office. Without automation, these processes grind to a halt. Systems and processes that are inflexible and cannot scale break down when people change their behavior all at once. These are just some of the challenges presented by the global pandemic that are accelerating the adoption of automation and digital transformation. We remain committed to delivering an experience that gives more control and configuration ability to administrators. Specifically, allowing programmers to build things that can be configured by non-programmers in a way that is safe, visible and flexible. This challenge has driven us to create numerous technologies in use today at some of the world's largest and most innovative companies.
