Support Engineer – Software
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Job Description
Remote Support Engineer providing Level 2/3 support for ABACUS enterprise software. Diagnosing application, database, API, and integration issues for customers.
Responsibilities:
- 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 according to established Service Level Agreements (SLAs)
- Escalate complex software defects to Engineering with 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
Requirements:
- 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 a software development role
- Open to possible weekend work and possible on-call schedule
Benefits:
- Exposure to a diverse array of technologies
- Part of a team of experienced technicians that aim to deliver exceptional service
- Competitive compensation
- Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
- Opportunities to further technical education through online courses
- Positive, friendly, supportive office environment
- Workplace perks such as healthy snacks, wellness program, and fun events
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