AI-Driven Support Engineer I for Enterprise Engage

Precisely International Jobs; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Precisely is seeking a Support Engineer for its Engage product suite to deliver world-class technical assistance to customers relying on mission-critical operations. You will diagnose issues, document findings, and collaborate with cross-functional teams to resolve complex problems.

You will use AI-assisted tools to accelerate triage, draft knowledge base articles, and support onboarding of new teammates while maintaining strong communication and SLA adherence.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field (equivalent work experience accepted).
• 2-3 years of experience in a technical support, software support, or related engineering role.
• 2+ years working with SQL/relational databases and scripting or programming languages (e.g., Java, JavaScript).
• Experience with relational databases, including SQL execution, tuning, and configuration; familiarity with debuggers, system utilities, and performance monitoring tools; Salesforce experience.
• Travel none (approximately 0%).
• Exceptional analytical and troubleshooting skills across complex, multi-platform environments.
• Ability to work rotational off-hours and weekend shifts for on-call support.

Responsibilities

• Provide world-class technical support via phone, email, and remote connections for Precisely Engage products.
• Document and record customer issues in a case management system (Salesforce).
• Communicate with customers clearly and in line with SLA requirements to uphold customer satisfaction.
• Investigate, analyze, and solve complex problems across platforms, software systems, and databases.
• Debug issues and provide recommended solutions and tools to address product issues and enhancements.
• Continuously learn new technologies, tools, and systems, and share knowledge within the team.
• Create internal and external Knowledge Base documentation for customers and team members.
• Participate in rotational off-hours and weekend shifts for on-call support.
• Use AI-assisted tools to accelerate case triage, root-cause investigation, and documentation.
• Mentor and support onboarding of newer team members as needed.

Skills

SQL

Java

JavaScript

Analytical thinking

Troubleshooting

On-call support

Education

Bachelor’s degree in Information Technology or Computer Science

Tools

Salesforce

Job description

Precisely is seeking a Support Engineer for its Engage product suite to deliver world-class technical assistance to customers relying on mission-critical operations. You will diagnose issues, document findings, and collaborate with cross-functional teams to resolve complex problems.

You will use AI-assisted tools to accelerate triage, draft knowledge base articles, and support onboarding of new teammates while maintaining strong communication and SLA adherence.