Senior Technical Support Engineer - Remote Software

Harris Computer; North Dakota; Remote; USD 80,000 - 100,000; Full time

Job summary

i2 is seeking a Technical Software Support Engineer to provide expert technical assistance for i2 software, resolving complex issues and ensuring optimal performance. You will interact directly with customers, diagnose problems, and collaborate with development teams across a distributed international support network.

The successful candidate thrives in ownership of challenging technical issues, mentoring teammates, and staying current with software updates and support practices.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field (Essential).
• ITIL or Microsoft Certs are a plus.
• Proven experience in technical support or help desk. (Desirable)
• Experience supporting enterprise software in complex environments. (Desirable)
• Familiarity with ticketing systems (Salesforce, JIRA). (Desirable)
• Familiarity with i2 Software. (Desirable)
• Senior/lead or mentoring experience in a technical support environment. (Desirable)

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 drive improvements.
• Maintain customer satisfaction and provide regular status updates.
• Stay current with industry trends and best practices.

Skills

Windows OS

macOS

Linux

SQL databases

Networking basics

Troubleshooting

Customer support

Salesforce

JIRA

Education

Bachelor's degree in CS/IT or related

Tools

Salesforce

JIRA

Job description

i2 is seeking a Technical Software Support Engineer to provide expert technical assistance for i2 software, resolving complex issues and ensuring optimal performance. You will interact directly with customers, diagnose problems, and collaborate with development teams across a distributed international support network.

The successful candidate thrives in ownership of challenging technical issues, mentoring teammates, and staying current with software updates and support practices.