Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical assistance through phone, email, case management systems, and remote desktop sessions while adhering to SLA commitments and accurately documenting tasks.

• Identify and resolve issues related to data transformation, validation, cleansing, and movement across various platforms.

• Provide support for Spectrum UAM and associated services, including configuration, data processing flows, and integration scenarios.

• Assist clients utilizing DIS SaaS / Data Integrity Suite services, which may involve coding, automation, or APIs.

• Support users of Code-1, VeriMove, MapInfo, and Finalist, including troubleshooting job logic, configuration problems, file management, and execution errors.

• Examine logs, job outputs, error messages, and artifacts provided by customers to identify root causes and suggest corrective measures.

• Assess whether issues arise from product behavior, client-developed logic, data quality issues, third-party components, or environmental configurations.

• Work in partnership with Engineering and Product Management on escalations, enhancements, and defect investigations.

• Develop and maintain internal and customer-facing knowledge base documentation.

• Continuously enhance product knowledge and share insights with the wider support team.

• Engage in on-call and after-hours support rotations as required.

⛳️ Requirements

• A Bachelor’s degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience.

• 3–6+ years of experience in technical customer support or a related technical position.

• Familiarity with supporting Code-1, VeriMove, Finalist, or similar data processing and coding-focused products.

• Knowledge of Spectrum UAM or Spectrum-based data integration solutions.

• Experience with batch processing, ETL-style workflows, or data pipelines.

• Exposure to SaaS platforms and API-driven integrations.

• Experience working in a global or follow-the-sun support model.

• Proficiency in leveraging AI for case summarization, response drafting, knowledge suggestions, and sentiment analysis.

• Comfort with evaluating and adopting emerging AI tools.

• Commitment to responsible AI usage in accordance with data privacy, security, and enterprise governance standards.

• Capability to identify and automate repetitive support and operational workflows using AI tools.

• Knowledge of z/OS/JCL and the IBMi platform is advantageous.

🏝️ Benefits

• Fully remote work opportunity available anywhere in the US.

• Participation in on-call and after-hours support rotations as necessary.