Software Support Engineer

Position Overview

We are seeking a Software Support Engineer who thrives at the intersection of complex enterprise software, emerging technologies, and end‐user engagement. Under the direction of the AVP of IT Applications and Development, the ideal candidate understands the technical architecture of enterprise scale systems and has the curiosity to troubleshoot the unique behaviors of AI‐integrated workflows. The Software Support Engineer provides expert technical support, advises on incident resolution, researches best practices, and collaborates with Software Development, Technical Support, IT vendors, and end users to develop effective solutions.

Location: Fully Remote, City, State
Experience Required: insert required / preferred experience
Salary: $60,000 - $101,000 per year

Key Responsibilities

• Tier 2/3 Technical Support: Diagnose and resolve complex technical issues related to our enterprise software suite. Participate in on-call rotation.
• Incident Management: Lead the technical response for critical production issues, coordinating between customer success teams and core engineering to minimize downtime.
• Knowledge Engineering: Document common technical hurdles and create troubleshooting playbooks for the “black box” elements of AI tools.
• Cross-Functional Collaboration: Act as the technical “voice of the customer” by providing feedback on recurring bugs and integration friction points.
• Manage Software Requests: Handle, research, and resolve software-related requests including incidents and problems.
• Perform Triage Functions: Troubleshoot software issues and identify root causes.
• Analyze Software Errors: Review software errors, alerts, and issues to propose effective solutions.
• Configure and Administer Applications: Configure application workflows, monitors, alerts, reports, SQL queries and administer enterprise applications.
• Test Solutions: Verify solutions using both manual and automated testing tools prior to implementation.
• Document Activities: Maintain thorough, accurate, and timely documentation of all support activities.
• Make Quick Decisions: Make informed decisions promptly, even with limited information.
• Review Work Logs: Periodically assess work logs and customer feedback to drive continuous improvement.
• Complete Projects: Independently execute small to medium projects in a timely manner.
• Policy Compliance: Stay updated on company policies and procedures.
• Continuous Improvement: Seek best practices to enhance individual and team performance.
• Champion IOA Values: Demonstrate integrity and leadership in every action.

Required Qualifications

• 3+ years of experience supporting enterprise applications such as Salesforce, Workday, ServiceNow, DataDog or comparable software.
• 3+ years of experience supporting cloud-based applications, SQL, and JavaScript.
• Bachelor’s Degree in a technical field or higher.
• Demonstrated experience with relational databases.
• ITIL Foundations Certification.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent multi-tasking, organizational, and prioritization skills.
• Outstanding verbal and written communication skills.
• Experience working in a remote environment.
• Ability to translate complex technical workflows into plain language for non-technical stakeholders.

Benefits & Perks

• Competitive salaries and bonus potential
• Company-paid health insurance
• Paid holidays, vacations, and sick time
• 401K with employer match
• Professional growth and career progression opportunities
• Respectful culture and work/family life balance
• Community service commitment
• Supportive teammates and a rewarding work environment