Support Systems Engineer

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

📋 Description

• Act as the primary escalation point for issues related to Zoho (both front-end and back-end), Monday.com, NetSuite, Jira, Zapier, Slack integrations, RingCentral, Twilio, Calendly, and other core business applications of REE.

• Diagnose and resolve complex platform issues escalated by the support team.

• Troubleshoot system configurations, automations, integrations, and workflow failures.

• Investigate root causes and implement solutions that prevent future occurrences.

• Clearly communicate technical findings to support staff and business stakeholders.

• Ensure stable and reliable operation of supported platforms, enabling business teams to work without interruptions.

• Monitor system performance using tools like DataDog, respond to alerts, and identify potential issues before they affect users.

• Enhance system configurations, workflows, and automations to boost reliability and efficiency.

• Assist in troubleshooting integration failures between business systems.

• Maintain organized, manageable, and scalable platform configurations.

• Identify and document system issues within problem management processes using problem tickets.

• Recognize areas of technical debt and propose solutions.

• Take ownership of SaaS backend changes, application enhancements, and configuration updates.

• Manage application upgrades, patches, and ongoing platform maintenance.

• Respond to and manage incidents affecting business applications, ensuring timely resolution and clear communication.

• Address P1 and major incidents involving supported platforms, coordinating resolution with relevant teams.

• Support P2–P5 incident handling for business application issues alongside the support team.

• Triage escalated issues from the support team and determine appropriate resolution paths.

• Participate in post-incident reviews and contribute to root cause documentation.

• Assist in the design, troubleshooting, and enhancement of integrations and automated workflows across business systems.

• Help with API-related troubleshooting and system integrations among internal platforms.

• Support the implementation of integrations such as NetSuite or other connected systems.

• Improve automation and workflows to minimize manual processes and operational friction.

• Evaluate, recommend, and assist in the implementation of new tools while phasing out legacy applications.

• Adhere to all established Jira ticket management standards to ensure transparency, accurate reporting, and efficient support operations.

• Manage ticket statuses accurately: Ticket statuses must reflect the current state of work being performed and must be updated every 3 days unless on hold throughout the ticket's lifecycle.

• Maintain SLA integrity: SLA timers must accurately reflect the time spent actively working on a ticket, and statuses that pause SLAs should be used appropriately in alignment with support processes.

• Ensure timely resolution: Tickets should be marked as Resolved when the work has been completed, not when awaiting business confirmation. Resolution time should accurately reflect the duration taken to perform the work.

• Document tickets clearly: All tickets should include comments that describe the issue, the investigation conducted, actions being taken, and the next steps.

• Ensure internal and customer-facing communication: Tickets should include a mix of internal comments (technical investigation, troubleshooting notes) and customer-facing comments (status updates and communications with the reporter).

• Log external communications: Any discussions about the ticket outside Jira (e.g., Slack, Teams, phone calls, meetings) must be summarized and documented in the ticket comments.

• Include resolution statements: When closing a ticket, a resolution statement must be entered using the approved canned response, restating the original issue, describing how it was resolved, and including the agent’s name.

• Maintain documentation to enable the support team to efficiently assist and troubleshoot business systems.

• Create and maintain knowledge articles for recurring system issues.

• Document workflows, integrations, and configuration changes.

• Build internal runbooks that empower support to resolve common issues without escalation.

• Collaborate effectively with Support, Engineering, and other business teams to ensure systems operate reliably and improvements are implemented successfully.

• Serve as a technical liaison between Support, Engineering, and operational teams.

• Provide clear communication and status updates for complex technical issues.

• Engage in system improvement initiatives and cross-team projects as needed.

⛳️ Requirements

• A minimum of 5 years of experience supporting business applications (such as Zoho, Monday.com, NetSuite, Jira, Zapier, Salesforce, or similar platforms) in a professional setting.

• Proven expertise in diagnosing and resolving complex platform issues, including configurations, automation, and integrations.

• Experience in leading or supporting the implementation of new business systems and phasing out legacy applications, including planning, data migration, user adoption, and decommissioning processes.

• Working knowledge of APIs, webhooks, and integration tools for connecting various business systems.

• Familiarity with incident management processes, including P1/major incident coordination and post-incident reviews.

• Experience with application monitoring and alerting tools (e.g., DataDog, NinjaOne) for proactive issue detection.

• Familiarity with IT service management platforms like Jira for ticket tracking and workflow management.

• Excellent analytical, problem-solving, and organizational skills, with the capacity to manage multiple priorities in a fast-paced environment.

• Strong verbal, written, and interpersonal communication skills, with the ability to engage both technical and non-technical stakeholders.

• Capability to work independently and prioritize effectively in a dynamic, growing environment.

• A Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field is preferred; additional experience may be considered in lieu of a degree.

🏝️ Benefits

• Competitive salary ranging from $95,000 to $120,000, depending on experience.

• Health, dental, and vision insurance along with company-sponsored life insurance.

• Retirement savings plan with company match.

• Paid vacation time, sick leave, and holidays.

• Ongoing training and development programs.

• Opportunities for career advancement within the company.

• Flexible work schedules.

• A remote-first environment with annual company-wide conferences.

• Employee assistance programs for personal and family well-being.

• Employee discounts on products and services through Insperity.

• Recognition programs for outstanding performance.

• Company-sponsored social events and activities.