Support Engineer

About the role

Precisely, a global leader in data quality, data enrichment and location intelligence, is hiring a Support Engineer to provide remote technical support for its software and solutions. The role uses problem determination and root-cause identification to diagnose and resolve customer issues, collaborates with other support teams to drive problems to resolution, and may include mentoring and sharing knowledge.

Key responsibilities

• Provide live support to customers, including periodic weekend shifts for on-call support.
• Respond to customer and professional services consultant queries by phone, email and web.
• Analyze and resolve issues accurately and in a timely way, giving customers, colleagues and management regular updates.
• Update incidents in the incident tracking system and follow up on escalated issues.
• Document complex resolutions for customer and internal reference.
• Assist senior team members with complex issues and maintain knowledge base content.
• Ensure Service Level Agreements with customers are met consistently.

Required profile

• 2-4 years of related programming, operations/technical support or consulting experience.
• AA/AS in Computer Science or related technical experience.
• Ability to own complex issues, handle multiple issues at once, work independently in a fast-paced environment and work flexible hours.

Required skills

• OS experience in one or more of UNIX, Windows, Linux or AS400.
• Database experience in one or more of Oracle, DB2, MS SQL or MySQL.
• Web technologies: Tomcat, servlets, Apache, JSP, JavaScript, HTML, HTTP/HTTPS, FTP/SFTP, SOAP, SMTP, POP, AS2, RosettaNet.
• Java: reading and stepping through object-oriented code, JDBC, JDK, JVM, stack traces.
• Docker concepts and troubleshooting, virtual machines, user exits and REST API.
• Advantageous: IBM Sterling B2B portfolio (Sterling B2B Integrator, B2Bac, File Gateway, Connect:Direct).
• AI skills: using AI tools to speed troubleshooting and documentation, and familiarity with AI-assisted log analysis and anomaly detection.