Remote Enterprise Software Support Engineer

Harris Computer

New Mexico

Remote

USD 80,000 - 100,000

Full time

5 days ago

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Job summary

i2 is seeking a Technical Software Support Engineer to provide expert assistance for i2 software applications. You will diagnose, troubleshoot, and resolve complex issues, interacting with customers and a global distributed support team to ensure optimal performance.

The role emphasizes ownership of escalations, documentation, and knowledge sharing, with a remote work environment and weekend coverage on occasion.

Qualifications

Bachelor's degree in Computer Science or related field (essential).
Certifications like ITIL or Microsoft Certified are a plus.
Proven experience in technical support or help desk roles.
Experience supporting enterprise software in complex environments.
Experience with troubleshooting tools and diagnostics.
Familiarity with Salesforce/JIRA for ticketing and tracking.

Responsibilities

Respond to customer inquiries via phone, email, and chat promptly and professionally.
Diagnose and troubleshoot software issues reported by end-users.
Provide step-by-step technical assistance to resolve application problems.
Document support requests and resolutions in the ticketing system.
Collaborate with development, QA, and Product teams to improve software.