Customer-Focused Enterprise Software Support Engineer

ABACUS; Indianapolis (IN); In loco; USD 68.000 - 86.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical

Dental

Vision

401k

PTO

Career development

Descrizione del lavoro

ABACUS is seeking a customer-focused Support Engineer - Software in Indianapolis. You will diagnose, troubleshoot, and resolve software issues while delivering exceptional support to customers and internal stakeholders.

You will work closely with Engineering, Product Management, and Customer Success to ensure timely resolutions and contribute to product quality and customer satisfaction. The role emphasizes analytical problem-solving, collaboration across teams, and participation in on-call

Competenze

• Bachelor’s Degree in Computer Science, or related field, or equivalent experience.
• Minimum 3 years experience in systems administration/helpdesk.
• 1–2 years experience in software development.
• Open to weekend work and possible on-call schedule.

Mansioni

• Provide Level 2 and Level 3 technical support for enterprise software applications.
• Troubleshoot application, database, API, and integration issues using logs and diagnostics.
• Analyze issues, reproduce defects, identify root causes, and recommend solutions or workarounds.
• Manage incidents and service requests per SLAs.
• Escalate complex defects to Engineering with detailed analysis.
• Collaborate with Development, QA, Product Management, and DevOps to resolve production issues.
• Monitor application health and identify recurring issues.
• Document troubleshooting procedures and knowledge base articles.
• Assist with deployments, upgrades, patches, and release validation.
• Help customers with configuration, user access, integrations, and system functionality.
• Participate in on-call support rotation.

Formazione

Bachelor’s Degree in Computer Science or related field

Equivalent experience

Descrizione del lavoro

ABACUS is seeking a customer-focused Support Engineer - Software in Indianapolis. You will diagnose, troubleshoot, and resolve software issues while delivering exceptional support to customers and internal stakeholders.

You will work closely with Engineering, Product Management, and Customer Success to ensure timely resolutions and contribute to product quality and customer satisfaction. The role emphasizes analytical problem-solving, collaboration across teams, and participation in on-call