Remote Solution Support Engineer — 24/7 On-Call SaaS

Octave; United States; Remote; USD 70,000 - 120,000; Full time

Job summary

Octave Reliance, part of Octave, is a leading provider of quality, EHS, and compliance management SaaS software trusted by the world’s strongest brands. We seek a customer-focused support professional with technical depth to resolve complex issues across diverse customer environments.

The role involves 24x7 support, cross-functional collaboration, and ongoing knowledge base enhancements to empower customers.

Qualifications

• Bachelor’s degree in computer science, software engineering, or related field or 5+ years of direct experience in lieu of degree considered
• 3+ years’ experience working within a support role (Preferably on global teams and within a product support team)
• Linux and Windows system administration.
• Python/Jython scripting.
• Familiarity with basic DatabaseAdministration (preferred MySQL or MSSQL knowledge)
• Familiarity with Java.
• Experience with test-driven development and automated testing frameworks.
• Ability to prioritize and deliver on multiple competing priorities with little supervision.
• Cloud deployment and troubleshooting for Cloud hosted SaaS deployments.
• Methodical technical troubleshooting skills.
• Must have attention to detail: demonstrate outstanding organizational skills, maintaining accurate incident documentation, strong ability to follow through on issues until resolution

Responsibilities

• Provide our customers with world-class support when they experience issues with our products.
• Ability to work with empathy and sense of urgency to deliver solutions to meet customer needs.
• Support is available 24x7x365, which involves working in shifts and on-call rotations on weekends and holidays.
• Proactively manage a queue of support cases.
• Identify, troubleshoot, and quickly resolve technical issues via Teams, e-mail, and phone
• Maintain a high level of professionalism with customers and work to establish yourself as a trusted advisor to our customer base.
• Document all customer interactions, including details of reported issues, inquiries, actions taken, and next steps.
• Devise, design, and validate potential solutions for customers.
• Collaborate cross-functionally with professional services, customer success, product management, R&D and other departments to achieve elegant solutions.
• Provide recommendations for continual improvement.
• Work alongside other engineers on the team to elevate each other’s skills.
• Escalate urgent issues to appropriate internal teams.
• Creation of new and maintenance of knowledgebase articles to further customer enablement.
• Configuration and script review for reported issues to identify and recommend resolutions.
• Contribute updating relevant procedures and processes.

Skills

Customer support

Technical depth

Empathy

Communication

Python scripting

Cloud troubleshooting

Incident management

Cross-functional collaboration

Education

Bachelor in CS/Engineering

Tools

MySQL

MS SQL

Linux

Windows

Teams

Job description

Octave Reliance, part of Octave, is a leading provider of quality, EHS, and compliance management SaaS software trusted by the world’s strongest brands. We seek a customer-focused support professional with technical depth to resolve complex issues across diverse customer environments.

The role involves 24x7 support, cross-functional collaboration, and ongoing knowledge base enhancements to empower customers.