Senior Technical Support Engineer (Remote)

Iatric Systems, Inc.; Massachusetts; Remote; USD 80,000 - 100,000; Full time

Job summary

Iatric Systems, Inc. is seeking a Technical Software Support Engineer to provide technical assistance and support for i2 software applications.

You will diagnose and troubleshoot issues, document resolutions, and collaborate with development teams to enhance functionality, while taking ownership of complex customer-facing challenges within an international distributed support team. The role requires experience in technical support, familiarity with enterprise software environments, and strong

Qualifications

• Bachelor's degree in CS/IT or related field (Essential).
• Certifications (ITIL, Microsoft Certified) are a plus.
• Proven experience in a technical support or help desk role.
• Experience supporting enterprise software in complex customer environments.
• Familiarity with Salesforce and JIRA ticketing systems.
• Familiarity with i2 Software.
• Lead or mentoring experience within a technical support environment.
• OS knowledge across Windows, macOS, Linux (Desirable).
• Knowledge of databases (MS SQL, Postgres, Oracle) and networking basics.
• Strong communication, problem-solving and teamwork abilities.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• 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 address issues.
• Escalate complex problems when necessary and ensure timely follow-up.
• Maintain high customer satisfaction with courteous service.
• Contribute to knowledge base articles and internal docs.

Skills

Technical support experience

Enterprise software support

Mentoring

Windows

macOS

Linux

MS SQL

Postgres

Oracle

Networking basics

Salesforce

JIRA

i2 Software

Communication skills

Problem solving

Team collaboration

Independence

Knowledge sharing

Customer focus

Patience

Education

Bachelor's degree in CS/IT or related field

Certifications (ITIL, Microsoft certified)

Tools

Salesforce

JIRA

Job description

Iatric Systems, Inc. is seeking a Technical Software Support Engineer to provide technical assistance and support for i2 software applications.

You will diagnose and troubleshoot issues, document resolutions, and collaborate with development teams to enhance functionality, while taking ownership of complex customer-facing challenges within an international distributed support team. The role requires experience in technical support, familiarity with enterprise software environments, and strong