Remote Enterprise Tech Support Engineer

Harris; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

Harris is seeking a Technical Software Support Engineer to provide technical assistance and troubleshooting for i2 software applications, working with end-users and enterprise environments. The role involves diagnosing issues, coordinating with Development, QA, and Product teams, and contributing to knowledge base and documentation.

This position supports a geographically distributed international team and requires strong communication and problem-solving skills.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, a related field, or equivalent relevant professional experience.
• ITIL or Microsoft Certified certifications are a plus.
• Experience in technical support or help desk roles is desirable.
• Experience supporting enterprise software applications in complex customer environments.
• Familiarity with ticketing systems and customer support software such as Salesforce and JIRA.
• Familiarity with i2 Software products.

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.
• Support enterprise software applications across complex customer environments.
• Identify, document, and resolve software bugs and issues.
• Take ownership of complex or escalated technical issues, coordinating with Development, QA, and Product teams as appropriate.
• Escalate issues to higher-level support or development teams when necessary.
• Follow up with customers to ensure issues are fully resolved.
• Document support requests, troubleshooting steps, and resolutions in the ticketing system.

Skills

Excellent communication

Problem solving

Team collaboration

Organizational skills

Independent work

Education

Bachelor’s degree

Tools

Salesforce

JIRA

MS SQL

MS Access

DB2

PostgreSQL

Oracle

Job description

Harris is seeking a Technical Software Support Engineer to provide technical assistance and troubleshooting for i2 software applications, working with end-users and enterprise environments. The role involves diagnosing issues, coordinating with Development, QA, and Product teams, and contributing to knowledge base and documentation.

This position supports a geographically distributed international team and requires strong communication and problem-solving skills.