Production Support / Application Support Engineer

Job Title: Production Support / Application Support Engineer - B2B SaaS + Distribution ERP (Long-Term, 40 hrs/week) About Us Continuum builds software that automates reverse logistics - returns, credits, and warranty claims - for distributors and manufacturers. Our platform connects directly to ERP systems like Prophet 21, Eclipse, and CSD, so work that has always been slow and manual (undoing a transaction across every department) happens automatically. We serve accounts across HVAC, electrical, plumbing, and industrial distribution. The Role We're hiring a Production Support / Application Support Engineer to own our customer support function: the queue, the process, and the day-to-day customer experience. You're the person customers rely on when a return or warranty claim doesn't process correctly. Working across our platform, our customers' ERP systems, and vendor warranty portals, you'll diagnose issues, resolve them quickly, and keep our accounts running. This is a hands-on role with real ownership. You won't just route tickets to engineering - you're expected to understand each issue, drive it to resolution, and stay accountable for everything in the queue, including issues that arrive while you're out. Engagement details -Hourly, long-term, ~40 hours per week -Must be available during 9:00 a.m. – 6:00 p.m. CST (U.S. business hours) -Open to any location, provided you cover those hours consistently What You'll Do -Own the support queue from intake through resolution, maintaining awareness of every open issue at all times -Triage and prioritize incoming tickets quickly, assigning each based on severity and customer impact so the backlog stays clear -Drive tickets to resolution rather than handing them to engineering for status updates. When engineering is needed, provide a clear write-up of the issue, its customer impact, and the specific action requested -Diagnose the underlying cause of each issue - a data-sync gap, a configuration rule, or a product defect -Investigate and resolve returns, RMA, and warranty-claim failures across our Customer, Warranty, Vendor & Finance, and Warehouse hubs, including crediting errors and mismatched credit memos -Resolve data-sync issues between Continuum and customer ERPs (Prophet 21, Eclipse, CSD) — missing address or VMI data, RMAs received in Continuum but not the ERP, missing line items -Respond to platform availability reports and return-portal issues: UI and filter problems, visibility and permissions questions, SSO and user-access requests -Configure customer-specific business logic, including restock and freight-line handling, category add-ons, and status-driven crediting -Monitor Managed Service automation (auto-assignment, routing, customer notifications) and correct problems before they reach customers -Maintain coverage during planned and unplanned absences, reviewing anything that came in while you were out on your first day back -Send leadership a daily summary of open incidents by account, with a short description and recommended action for each Required Experience *3+ years in customer support, technical support, or production support for a B2B software product *Experience owning a support queue, with a track record of resolving issues rather than only tracking them *Solid troubleshooting skills - you can determine whether a problem is data, configuration, or code, and reproduce it reliably Hands-on experience with a distribution ERP such as Prophet 21, Eclipse, or CSD *Proficiency with Jira, including reporting and automation, plus strong documentation habits *Clear written and verbal English communication; you bring recommendations, not just problems *Strong organization and time management - you can balance the queue, meetings, and ongoing product learning Nice to Have -Familiarity with returns, RMA, warranty-claim, or credit/AR workflows in distribution or manufacturing -Ability to read data across systems (SQL, API payloads, integration logs) to trace failures -Experience with root-cause analysis and preventive fixes alongside an engineering team -Background in HVAC, electrical, plumbing, or industrial distribution How We'll Measure Success Within the first 90 days and on an ongoing basis: -Triage, prioritize, and assign incoming tickets within 90 minutes during business hours -No ticket sits open past seven business days without a documented plan noting owner, next action, and due date -Every hand-off to engineering includes a written note covering the issue, customer impact, and requested action -All tickets received during an absence are reviewed within one business day of returning -A daily report to leadership covering open incidents by account, each with a recommended action -A rising rate of tickets resolved without escalation as your product knowledge grows -Daily queue triage completed every business day, without deferring it for meeting prep To Apply In your proposal, please include: 1. Which distribution ERPs you've worked in, and what you did in them 2. A specific example of a production issue you owned end to end - how you diagnosed it and what the resolution was 3. The size and type of support queue you've owned (ticket volume, product, customer base) 4. Your working hours in CST We're looking for a long-term partner, not a short engagement.