Support Engineer – Software

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

📋 Description

• Deliver Level 2 and Level 3 technical assistance for enterprise software applications.

• Diagnose application, database, API, and integration problems utilizing logs, diagnostic tools, and monitoring systems.

• Evaluate customer-reported problems, replicate defects, pinpoint root causes, and propose solutions or workarounds.

• Handle incidents and service requests in accordance with established Service Level Agreements (SLAs).

• Refer intricate software defects to Engineering with comprehensive technical analysis and documentation.

• Collaborate with Development, QA, Product Management, and DevOps teams to address production issues.

• Oversee application health and proactively detect recurring problems or trends.

• Create documentation for troubleshooting procedures, knowledge base articles, and standard operating procedures.

• Assist with software deployments, upgrades, patches, and release validation efforts.

• Support customers with application configuration, user access, integrations, and system functionalities.

• Engage in on-call support rotation as necessary.

• Participate in continuous improvement initiatives aimed at enhancing product stability, support processes, and customer satisfaction.

⛳️ Requirements

• Bachelor’s Degree in Computer Science or a related field is preferred, or equivalent experience.

• At least 3 years of experience in a systems administration/helpdesk capacity.

• 1–2 years of experience in a software development position.

• Willingness to potentially work weekends and participate in an on-call schedule.

🏝️ Benefits

• Gain exposure to a wide range of technologies.

• Be part of a team of skilled technicians dedicated to delivering outstanding service.

• Competitive salary package.

• Comprehensive benefits package including medical, dental, vision, disability, life insurance, 401k, and paid time off (PTO).

• Opportunities for further technical education through online courses.

• Enjoy a positive, friendly, and supportive office atmosphere.

• Workplace perks such as healthy snacks, wellness programs, and engaging events.