Application Support Engineer (EST Time)


LoyaltyLion is a data-driven loyalty and engagement platform trusted by thousands of ecommerce brands worldwide. Merchants use LoyaltyLion when they want a loyalty program that is proven to increase customer engagement, retention and spend. Stores using LoyaltyLion typically generate at least $15 for every $1 they spend on the platform.

Today LoyaltyLion works with over 10,000 small and medium sized retailers. Our mission is to help them succeed in the age of Amazon, where they may not be able to compete on price and logistics but can offer a better customer experience. An experience where customers feel valued, rather than just another number.

It’s been an incredible two years for LoyaltyLion. We closed $12.5m early last year and another $12m this year, and we’ve grown from 40 employees to over 100. We’ve built out our Leadership team, recruiting a CTO, CFO and Director of Product amongst other senior hires and we continue to scale quickly, achieving spots in both the Deloitte Fast 50 and the FT1000. This is just the beginning of our inflection point.

Role information

As an Application Support Engineer, you’ll be responsible for second line support for our product. Working closely with our Success and Engineering teams, as well as other Application Support Engineers.

Some of the things you'll be doing:

  • Updating and expanding our public documentation
  • Validating, writing and escalating bug reports
  • Acting as a user advocate within the wider engineering organisation
  • Advising our merchants on what is and isn’t possible using our APIs and SDKs – and how to get there (awareness of what APIs & SDKs is advantageous)
  • Guiding merchants when they have difficulty integrating our product and features

What we’re looking for:

  • Substantial experience working in a second-line application support role
  • Excellent written and verbal communication skills in English – this is a client-facing role
  • Have a strong troubleshooting mindset
  • Comfortable writing SQL to understand and validate a reported client issue
  • Good understanding of at least one scripting language. Ex. Ruby, Javascript, Python
  • Work effectively in a cross-functional role sitting between full-time engineering and commercial teams

As an added bonus, you might have

  • A higher level of experience and interest in software development
  • Created an app consuming public API
  • Used Git and/or Github
  • Familiarity with concepts such as Code Review
  • Experience supporting SaaS web applications is a big plus

Our Stack

  • Typescript, React / React SDK as an interface for shoppers
  • Set of integrations and event driven API’s primarily based on Node & Typescript
  • A merchant interface to manage loyalty programs built with Ruby/Rails
  • Entire infrastructure in AWS

What we offer:

• 25 days holiday + bank holidays + carry 5 days holiday over into the next holiday year
• Company days out and events (virtual for now)
• Home office budget
• Remote working
• Flexible working
• Employee Assistance Program
• Private medical insurance
• 401K
• Be one of the first members of LoyaltyLion’s North American function

We’re constantly reviewing our perks and benefits and are currently looking to introduce a new set of benefits for the ‘new way of working’ for the time being.

Connect with a Loyalty Analyst

Speak to a member of the team to find out how LoyaltyLion can help you drive customer loyalty and engagement.

Talk to us