AI-Driven Support Engineer for SaaS EPM Platform

Jedox; United States; Remote; USD 110,000 - 170,000; Full time

Benefits offered by this job

Flexible work

Vacation time

Health benefits

Pension plans

Career growth plan

Transit reimbursement

Bike leasing

Flat hierarchies

Job summary

Jedox, a leading software platform for planning, budgeting, and forecasting, is expanding its Engineering team in the United States and seeking a Full-Stack Software Engineer to help design and build the next generation of our cloud services.

You will work with customers and internal teams to provide robust, AI-powered support tooling, triaging issues, validating solutions, and contributing to knowledge base and process improvements while maintaining strong written and verbal communication in

Qualifications

• 3+ years in SaaS or technical support in fast-paced environments.
• Degree in Computer Science or Engineering or equivalent software experience.
• Interest in FP&A, EPM, or finance processes is a plus.
• Experience with EPM/CPM, BI, planning software or financial systems is a strong plus.
• Strong problem-solving, communication and interpersonal skills.
• Solid experience with Windows/Linux, web servers, cloud services and Excel.
• Familiarity with Kubernetes, Docker, Azure, ITIL or SRE is advantageous.

Responsibilities

• Ticket management and prioritization according to SLAs.
• Case triage, classification and enrichment of incoming tickets.
• AI solution validation before customer sharing.
• Clear customer communication via email, phone, or video.
• Cloud administration and configuring cloud settings for customers.
• Escalation management to senior experts when needed.
• Case ownership with proactive follow-up and queue management.
• Contributing to knowledge base and process improvements.
• Develop FP&A process knowledge to assess issues in business context.

Skills

SaaS support experience

Strong analytical skills

English communication

Windows and Linux administration

Cloud services

Kubernetes & Docker

ITIL/SRE practices

Education

Bachelor's or Master's in CS/Engineering

Tools

Kubernetes

Docker

Azure

Salesforce Service Cloud

ITIL

SRE practices

SQL/Databases

Job description

Jedox, a leading software platform for planning, budgeting, and forecasting, is expanding its Engineering team in the United States and seeking a Full-Stack Software Engineer to help design and build the next generation of our cloud services.

You will work with customers and internal teams to provide robust, AI-powered support tooling, triaging issues, validating solutions, and contributing to knowledge base and process improvements while maintaining strong written and verbal communication in