Senior Application Support Engineer (Client Platform)

SUMMARY:
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POSITION INFO:
Location: Remote - South Africa Employment Type: Full-Time Industry: Technology | Data | Enterprise Software | Application Support WatersEdge Solutions is partnering with a number of leading South African and international organisations to recruit a highly technical Senior Application Support Engineer (Client Platform) for a global technology business operating across South Africa, the UK, US, UAE, and Brazil. This is not a traditional helpdesk role. It is a hands-on, client-facing engineering position for someone who can troubleshoot across application code, desktop software, server environments, networking, security, and cloud observability . You’ll take ownership of complex enterprise deployment and application issues from first diagnosis through to verified resolution, working directly with client IT teams in environments where security, networking, certificates, proxies, and infrastructure are often central to the problem. The role is particularly well suited to someone who has outgrown either pure development or conventional technical support and wants a position combining deep technical problem-solving, client interaction, and end-to-end ownership. About the Role As Senior Application Support Engineer, you’ll own the successful installation, configuration, support, and troubleshooting of a client-facing desktop platform deployed directly into enterprise-controlled environments. The technology stack includes an Electron desktop client with a Vue.js front end and C# backend , alongside a C# .NET console application deployed on Windows and Linux servers. You’ll also have secondary exposure to an Angular web application. You’ll be expected to diagnose issues across the full technical landscape – from C# stack traces and Vue.js\/Electron behaviour to firewall rules, proxy configurations, TLS certificates, Linux processes, and network paths. Rather than defaulting to escalation, you’ll investigate deeply enough to identify whether an issue sits within the application, configuration, client environment, or product itself. When escalation to Engineering is required, you’ll provide a clear root cause and structured reproduction case. Key Responsibilities Enterprise Client Support & Deployment Serve as the primary technical point of contact for enterprise clients experiencing application or deployment issues. Own technical support cases from initial contact through diagnosis, resolution, validation, and written follow-up. Lead remote installations and upgrades within complex corporate environments. Work directly with enterprise client IT teams during technical installations and walkthroughs. Validate application functionality following deployment or upgrades. Triage incoming incidents according to severity and communicate clearly with clients throughout resolution. Identify recurring support issues and drive permanent improvements across the product, documentation, tooling, or installation process. Maintain high-quality installation documentation and support knowledge resources. Application & Code-Level Troubleshooting Read and interpret C# application code, stack traces, and logs to identify root causes. Diagnose Vue.js components, state-management issues, and client-side application behaviour. Use browser DevTools across console, network, and performance debugging. Troubleshoot Electron main and renderer processes, IPC failures, packaging issues, code-signing, and auto-update failures. Diagnose application behaviour across Windows and macOS enterprise endpoints. Troubleshoot the .NET server-side application across both Windows and Linux environments. Investigate service and process startup failures, configuration problems, connectivity issues, and application logs. Contribute small bug fixes and stability improvements across C#, Vue.js\/Electron, and, where appropriate, Angular. Networking, Security & Environment Troubleshooting Diagnose complex enterprise networking and environmental issues. Troubleshoot firewall rules, proxy configurations, allowlisting, and network-path failures. Investigate certificate trust chains, PKI, self-signed certificates, trust stores, and TLS-related issues. Work confidently across Windows and Linux command-line environments. Contribute to Azure networking discussions relevant to client deployments. Support troubleshooting involving VNets, NSGs, private endpoints, and related Azure networking components where required. Monitoring, Automation & Incident Management Use Azure Monitor and Log Analytics to query and interpret application telemetry and operational logs. Proactively identify potential application issues through monitoring rather than relying solely on client reports. Use PowerShell and\/or Bash to automate recurring diagnostic activities. Distinguish between configuration issues, environmental problems, and genuine product defects. Create structured reproduction cases and technical findings for issues requiring Engineering involvement. Feed recurring technical patterns and deployment edge cases back into the product and engineering teams. Provide occasional escalation availability for confirmed international client incidents outside standard South African business hours. What You’ll Bring 5+ years’ experience in technical support, solutions engineering, platform engineering, application support, or a comparable technical role. At least 2 years of client-facing technical experience . Hands-on C# experience with the ability to read, debug, and interpret application code, logs, and stack traces. Strong hands-on Vue.js and Electron diagnostic experience. Experience using browser DevTools for console, network, and performance troubleshooting. Experience diagnosing Electron main\/renderer processes, IPC, packaging, and auto-update issues. Genuine working knowledge of Angular , sufficient to understand component\/service structures, routing, and state and make small, safe fixes. Strong command-line capability across Windows and Linux . Experience installing, configuring, and troubleshooting .NET console applications within Windows and Linux server environments. Proven experience diagnosing complex enterprise networking issues involving firewalls, proxies, certificate trust chains, allowlisting, and network paths . Proficiency with Azure Monitor and Log Analytics for operational troubleshooting. Experience leading remote technical installations or walkthroughs with enterprise client IT teams. Excellent written and verbal communication skills. Strong technical documentation capability. Ability to independently own complex technical cases through to resolution. Strong judgement when determining whether an issue is application, configuration, environment, or product related. Nice to Have Strong Azure networking knowledge, including VNets, NSGs, private endpoints, Azure DNS, and Application Gateway. Electron packaging, code-signing, and auto-update experience at production scale. Linux system administration experience, including systemd, service management, journald, log inspection, and package management. PowerShell and\/or Bash scripting experience. Enterprise certificate and PKI management experience. Enterprise identity and SSO exposure, including Entra ID\/Azure AD, SAML, and OIDC. Basic SQL and data-layer knowledge. Azure certification such as AZ-900, AZ-104, or AZ-204. Experience supporting enterprise applications across multiple international markets. What’s On Offer A technically challenging role with genuine ownership rather than traditional ticket-based support. Direct exposure to enterprise clients across multiple international markets. Opportunity to work across application engineering, networking, security, cloud observability, and client environments. Hands-on exposure to C#, Vue.js, Electron, Angular, .NET, Azure, Windows, and Linux. Opportunity to contribute directly to product stability and technical improvements. Scope to improve support tooling, automation, installation processes, and technical documentation. Exposure to complex enterprise deployment environments where your technical judgement has a direct commercial impact. Occasional, bounded and compensated escalation support for confirmed international client incidents, with the compensation mechanism to be confirmed. Company Culture This is a technically rigorous environment where people are expected to take ownership, investigate problems thoroughly, and focus on solving the underlying issue rather than simply closing a support case. The team values engineers who can move comfortably between code, infrastructure, networking, security, and client conversations. Clear communication matters as much as technical depth, particularly when working with enterprise IT teams on complex deployments. You’ll be encouraged to improve the systems around you – whether that means fixing a recurring product issue, automating a diagnostic process, strengthening installation documentation, or identifying an environmental problem before it becomes another client incident. Please note: If you have not been contacted within 10 working days, consider your application unsuccessful.