Remote Enterprise Software Support Engineer

i2 Group Inc.

City of Albany (NY)

Remote

USD 80,000 - 100,000

Full time

6 days ago

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Job summary

i2 Group Inc. is seeking a Technical Software Support Engineer to deliver high-quality technical assistance for i2 software to end users worldwide. You will diagnose issues, guide customers, and collaborate with development teams to improve product functionality.

This role requires ownership of complex cases, strong communication, and the ability to work remotely within an international support team. A relevant degree and ITIL/Microsoft certifications are a plus.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or related field; equivalent experience accepted.
Certifications such as ITIL or Microsoft Certified are a plus.
Proven experience in technical support or help desk roles, preferably with enterprise software.

Responsibilities

Respond to customer inquiries via phone, email, and chat promptly.
Diagnose and troubleshoot software issues and provide step-by-step guidance.
Coordinate with Development, QA, and Product teams for issue resolution.
Document issues and resolutions in the ticketing system; maintain knowledge base.
Provide updates to customers and ensure satisfaction; participate in team meetings.