Support Services Engineer - ENTRY LEVEL

Position Overview

This Entry Level Tier 1 technical support role is responsible for providing expert technical support to our contracted maintenance support customers. You will work closely with customers to diagnose issues, ensure 24 X 7 availability via an on‐call schedule, and maintain peak production performance by performing analysis and resolving problems promptly.

Key Responsibilities

• Provide technical support and be accountable for all customer issues.
• Review design documents and customer code to gain detailed knowledge of each environment.
• Build strong relationships with customers and ensure cases are up-to-date.
• Meet resolution service level objectives for severity 1, 2, 3, and 4 issues.
• Perform research and initiate corrective actions to improve performance.
• Provide technical expertise and code updates to support production and test efforts.
• Generate reports and documentation to manage open customer issues in compliance with contractual SLA requirements.
• Collaborate with Product Development to resolve issues requiring core code changes.
• Ensure customers have the most current software releases by testing new releases in a VM environment before deployment.
• Share knowledge and best practices with company personnel.
• Participate in a rotating ‘on call’ schedule providing system support on a 24 X 7 basis, 365 days/year.

Required Qualifications

• BS degree in Computer Science, Information Systems, or related field; or equivalent work experience.
• ENTRY LEVEL: Ideal for recent college graduates in computer science.
• Tier 1 support experience with application support, technical customer support, problem management, relational databases, programming languages, and software development.
• Experience with C#/.NET coding, Java, and Python.
• Entry Level Software Engineering experience.
• Knowledge of HTML5, CSS3 and React/Angular is highly preferred.
• Strong troubleshooting and error analysis skills with working knowledge of databases, utilities, and SQL.
• Familiarity with testing methods and experience using Visual Studio.
• Solid understanding of the software development lifecycle.
• Interpersonal Skills:
  • Exceptional customer service skills and the ability to communicate with both technical and non-technical clients.
  • Excellent analytical, multitasking, and written and verbal communication skills.
  • Good interpersonal, follow-up, and decision-making skills, with proactive listening and strong leadership.
  • Ability to excel in a team environment under limited supervision.
  • Willingness to travel up to 10% if required.
• Project Management Skills:
  • Strong prioritization skills in a fast-paced, time sensitive environment.
  • Demonstrated accountability for resolution of issues.
  • Ability to lead small projects with guidance, including task identification and hour estimation.
  • Excellent communication skills to provide status updates to management.