Application Support Engineer

The Opportunity
The $1.2T automotive industry is a pillar of American culture, driving people's daily lives and 5% of the national GDP. However, it is also one of the most antiquated industries. 90% of car purchases still happen through traditional dealers that are stuck with 20th-century tech and consumer experiences that no one enjoys.

Dealers are struggling now more than ever—net margins have shrunk to 1-2%, driven by heavy competition, lower consumer spending, and rising operational costs. However, dealers can't evolve their workforce and scale engagement with bad tech and data. It is no wonder that 2 out of 3 consumers do not return to their dealers after purchasing a car. Dealers that don't modernize their consumer experience soon aren't just behind—they're facing an existential crisis.

There is a massive opportunity right now to change how dealers operate and interact with consumers across the entire customer lifecycle. There is no way that dealers in 10 years can compete with software built in the 80s. That is our mission—to evolve the consumer experience of buying and servicing cars to the 21st century.

Who's Mia?
Mia is the fastest and most humanlike customer service agent for dealerships. We started by rescuing inbound phone calls: Mia speaks like a human, answers the phone 24/7/365, and automates appointments so stores never miss a phone lead again. Mia is now rapidly expanding her communication abilities with additions like texting and outbound campaigns.

In the midterm, Mia will automate inbound & outbound consumer traffic across all digital channels as the modern communications engine for dealers. In the long term, Mia will be the general operating system driving broader dealer workflows—marking a shift from automating communications to automating the dealership itself.

Dealers will evolve to a fundamentally new operating model with consolidated, high-impact software that uplifts the workforce and drives unprecedented efficiencies. Consumers will receive an enjoyable car-buying and servicing experience that matches modern expectations and inspires dealer loyalty.

Who You Are
You're a technically strong problem solver who thrives on finding root causes and driving lasting fixes. You're comfortable diving into code, logs and cloud environments, collaborating with product and engineering to improve reliability and performance. You enjoy making systems more stable, scalable, and supportable every day.

What You'll Do

• Ensure the reliability, stability, and supportability of Mia's production platform used by dealerships nationwide.
• Manage technical support operations — triaging, tracking and resolving issues
• Serve as the Tier 2/3 escalation point for complex incidents.
• Collaborate with Engineering, Product and Customer Success to drive timely fixes, root cause analysis and continuous improvement.
• Diagnose and troubleshoot issues across application, API, and infrastructure layers, including Python services, integrations, and Postgres databases.
• Monitor system health to proactively detect, reproduce, and resolve performance anomalies.
• Partner with engineers on long term solutions and feature enhancements.
• Develop and maintain Python-based tools, automation scripts and dashboards to streamline operations and improve observability.
• Support new dealership onboarding, document resolutions and contribute to internal knowledge sharing.
• Participate in on-call rotation and provide structured feedback to enhance product reliability and user experience.

What We're Looking For

• 4+ years of experience in application, technical, or production support.
• Proficiency in Python (scripting, debugging) and SQL for data analysis in relational databases (PostgreSQL preferred).
• Experience with RESTful APIs, Git for source control, and cloud platforms such as Azure, AWS, or GCP.
• Familiarity with observability and log aggregation tools (e.g., Azure Monitor, Sentry, Logtail, New Relic, Splunk).
• Strong understanding of microservices architecture, networking, and system performance.
• Skilled in error tracking, incident management, and structured troubleshooting with a methodical, detail-oriented approach.
• Excellent analytical, communication, and multitasking skills with the ability to own issues end-to-end.
• Comfortable navigating ambiguity and iterating quickly in fast-paced environments.

What Makes You Stand Out (Nice To Haves)

• Experience with CI/CD pipelines, SRE/DevOps workflows, or monitoring practices.
• Experience owning a technical support or triage process.
• Experience supporting production software product environments.
• Familiarity with Azure cloud services.
• Prior experience working in a 0 → 1 environment.
• Prior experience supporting AI or voice-based systems, or automotive dealership systems (e.g., service schedulers, inventory tools, CMS, DMS).

Why Mia

• Equity participation through stock options.
• Fully paid health, vision & dental insurance for employees.
• Flexible PTO and hybrid schedule (3 days / week in downtown Austin).
• Free lunches, paid parking, team events, and a casual, but get things done culture.

Compensation

• Compensation for this position will be competitive with current market rates and reflective of the candidate's experience, skills and qualifications.

Our Commitment
At Mia, we're committed to a workplace where everyone is valued, included, and empowered to do their best work. Our strength comes from diverse experiences, perspectives, and skills, and we're proud to be an equal opportunity employer.

Passionate about the role but don't tick every box? We'd still love to hear from you, you might be exactly who we need.

Mia is an EVerify employer.