Developer Support Engineer

About us

Insightful is a market-leading platform for employee productivity and workforce analytics. We process really big data, synthesize it into actionable insights, and ultimately provide a best-in-class, easy-to-use product that empowers enterprise customers to improve employee productivity, business processes, and overall staff well-being.

Job Description

We’re looking for a skilled Developer Support Engineer to join our Desktop Application team.

In this role, you’ll take ownership of the triage process for reported issues, acting as the bridge between Engineering and Support. You’ll investigate, reproduce, and diagnose issues in our desktop application, ensuring that bugs are clearly documented and accurately scoped to support effective prioritization and timely resolution. Where possible, you’ll also help identify and communicate effective temporary workarounds, minimizing impact on customers while permanent fixes are implemented.

You’ll have a direct impact on product reliability, engineering efficiency, and customer satisfaction. This is a technical position that requires strong analytical skills, attention to detail, and effective communication across teams.

Responsibilities:

• Take ownership of the triage process for reported issues - reproduce, validate, and route them appropriately
• Investigate and diagnose application issues by analyzing logs, crash reports, and application telemetry to identify root causes and contributing factors
• Document investigation outcomes and findings, and collaborate with Customer Service teams to translate relevant learnings into knowledge base improvements
• Collaborate closely with Engineering and Support to ensure smooth handoff, clear communication, and efficient resolution
• Communicate temporary workarounds to minimize user impact while permanent fixes are implemented
• Enhance internal troubleshooting capabilities by writing scripts, building diagnostic tools, and improving data collection to accelerate log analysis and issue investigation
• Work closely with developers to define and implement new or improved application logs that make issue analysis faster and more effective
• Develop and enhance internal tools and monitoring systems to detect potential issues before they’re reported by customers, proactively working to minimize their impact
• Participate in post-incident reviews, helping translate findings into actionable improvements for monitoring, logging, and product stability

• 2+ years of experience in this or a similar technical role, such as software development, QA engineering, or technical support
• Strong debugging, analytical, and problem-solving skills, with experience investigating application-level issues
• Familiarity with log analysis, crash dumps, telemetry, and debugging tools
• Understanding of web technologies and APIs
• Experience with issue tracking systems (e.g. Jira)
• Demonstrated ownership mindset and ability to work independently in a fast-paced environment
• Ability to quickly learn and adapt to new tools and technologies
• Excellent collaboration and communication skills, with the ability to work effectively across technical and non-technical teams
• Fluency in English, both written and spoken

Bonus points:

• Experience with desktop application environments and their interaction with operating systems and dependencies
• Knowledge of crash reporting and memory profiling tools
• Scripting experience (Node.js, Python, Bash, PowerShell)