Remote Solution Support Engineer

Proven IT; Tinley Park (IL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Long-term disability

401k

Employee assistance

Parental leave

Fitness center

Paid time off

Job summary

Proven IT in Tinley Park, IL is seeking a Solution Support Engineer to support, maintain, and improve software solutions for multiple customers. You will triage incidents, diagnose issues, perform configurations, and document resolutions while delivering proactive guidance to stakeholders.

Ideal candidates have 2+ years in technical support, strong communication, and experience with cloud or on-prem apps, SQL basics, and remote troubleshooting.

Qualifications

• Two or more years of experience supporting business applications, workflows, or related software solutions.
• Experience diagnosing application, workflow, integration, data, access, and configuration issues.
• Experience administering or supporting cloud-hosted or on-premises business applications.
• Experience working with vendor support organizations and managing technical escalations.
• Strong written documentation and customer communication skills.

Responsibilities

• Monitor, prioritize, and manage incoming support requests, incidents, service tickets, and enhancement requests per SLAs.
• Serve as the primary technical resource for diagnosing and resolving issues across applications and configurations.
• Communicate status updates and guidance to customer stakeholders throughout ticket lifecycle.
• Remotely access and support customer environments to investigate issues and restore operation.
• Perform root cause analysis, document troubleshooting steps, and address recurring issues.
• Execute approved configuration changes and minor enhancements to ensure stability.
• Create and maintain accurate technical documentation and knowledge base articles.
• Collaborate with engineers and project teams to transition work requiring significant development.
• Participate in handoffs, readiness reviews, and escalation processes with vendors as needed.
• Provide ongoing end user and administrator training and guidance for supported solutions.

Skills

Incident triage

Remote support

Documentation

SQL basics

Vendor escalation

Customer support

Job description

Proven IT in Tinley Park, IL is seeking a Solution Support Engineer to support, maintain, and improve software solutions for multiple customers. You will triage incidents, diagnose issues, perform configurations, and document resolutions while delivering proactive guidance to stakeholders.

Ideal candidates have 2+ years in technical support, strong communication, and experience with cloud or on-prem apps, SQL basics, and remote troubleshooting.