Software Support Engineer — Enterprise & On-Call

日本アバカス株式会社; United States; On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Medical, dental, vision insurance

401k

Paid time off (PTO)

Online education opportunities

Job summary

Abacus is seeking a customer-focused Support Engineer - Software to join our Software team in the United States. You will be the primary technical contact, diagnosing and resolving software issues while delivering an exceptional support experience.

Collaborate with Engineering, Product Management, and Customer Success to ensure timely resolution of incidents and contribute to product quality and customer satisfaction.

Qualifications

• Bachelor’s Degree in Computer Science, or a related field preferred, or equivalent experience.
• Minimum 3 years of experience in a systems administration/ helpdesk role.
• 1-2 years of experience in an software development role.

Responsibilities

• Provide Level 2 and Level 3 technical support for enterprise software applications.
• Troubleshoot application, database, API, and integration issues using logs, diagnostic tools, and monitoring platforms.
• Analyze customer-reported issues, reproduce defects, identify root causes, and recommend solutions or workarounds.
• Manage incidents and service requests in accordance with SLAs.
• Escalate complex software defects to Engineering with detailed analysis and documentation.
• Collaborate with Development, QA, Product Management, and DevOps teams to resolve production issues.
• Monitor application health and identify recurring issues or trends.
• Document troubleshooting procedures and knowledge base articles.
• Support deployments, upgrades, patches, and release validation activities.
• Assist customers with configuration, user access, integrations, and system functionality.
• Participate in on-call rotation as required.

Skills

3 years IT support experience

1-2 years software development

Education

Bachelor’s Degree in Computer Science or related field

Job description

Abacus is seeking a customer-focused Support Engineer - Software to join our Software team in the United States. You will be the primary technical contact, diagnosing and resolving software issues while delivering an exceptional support experience.

Collaborate with Engineering, Product Management, and Customer Success to ensure timely resolution of incidents and contribute to product quality and customer satisfaction.