Support Engineer - Software

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Customer SupportSupport Engineer

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Requirements Summary

Bachelor’s Degree in Computer Science, or a related field preferred,

Technical Tools

Customer SupportSupport Engineer

~1 min read

→Provide Level 2 and Level 3 technical support for enterprise software applications.
→Troubleshoot application, database, API, and integration issues using logs, diagnostic tools, and monitoring platforms.
→Analyze customer-reported issues, reproduce defects, identify root causes, and recommend solutions or workarounds.
→Manage incidents and service requests in accordance with established Service Level Agreements (SLAs).
→Escalate complex software defects to Engineering while providing detailed technical analysis and documentation.
→Collaborate with Development, QA, Product Management, and DevOps teams to resolve production issues.
→Monitor application health and proactively identify recurring issues or trends.
→Document troubleshooting procedures, knowledge base articles, and standard operating procedures.
→Support software deployments, upgrades, patches, and release validation activities.
→Assist customers with application configuration, user access, integrations, and system functionality.
→Participate in on-call support rotation as required.
→Contribute to continuous improvement initiatives that enhance product stability, support processes, and customer satisfaction.

~1 min read

Bachelor’s Degree in Computer Science, or a related field preferred, or equivalent experience
Minimum 3 years of experience in a systems administration/ helpdesk role
1-2 years of experience in an software development role
Open to possible weekend work and possible on-call schedule