Support Engineer

Cypress HCM; Kennesaw (GA); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

401K with company match

Health insurance

Dental insurance

Vision insurance

Life insurance

FSA

Short and long-term disability

Profit sharing

PTO

Holidays

Parental leave

Subsidized daycare

Tuition reimbursement

Pet insurance

Subsidized food delivery

Quarterly company events

Volunteer opportunities

Job summary

Cypress HCM is seeking a technically skilled support specialist in Kennesaw, GA, for hybrid in-office and remote work. You will handle customer-facing software issues, perform incident analysis, and coordinate resolutions across teams.

The role requires 2+ years in software support, experience with ITIL processes, Linux, and SQL queries, plus strong problem-solving and communication skills. Occasional travel may be involved.

Qualifications

• 2+ years of professional experience in technical software support.
• Experience with second-level support, incident analysis, troubleshooting, escalations, and root-cause analysis.
• Experience with warehouse software, system architecture, UIs, and databases.
• Understanding ITIL-based processes: incident management, problem management, change management, knowledge documentation.
• Hands-on experience with Linux, SQL queries, trace/log analysis, and software support tools.

Responsibilities

• Provide customer-facing software support, helping users navigate issues and requests.
• Collaborate with other departments to resolve incidents and document issues throughout the lifecycle.
• Trigger problem management when recurring issues appear and manage known errors.
• Analyze software behavior, logs, interfaces, and databases to identify causes and next steps.
• Assist customers and internal teams with troubleshooting, workarounds, and resolution coordination.
• Share best practices and technical guidance to support knowledge transfer.
• Occasional travel and overtime may be required based on customer needs.

Skills

Technical support

Incident management

SQL queries

Linux

ITIL

Log analysis

Customer support

Tools

Ticketing system

Job description

Location: Kennesaw, GA 31044 | Hybrid: In the office 3 days per week, working remotely 2 days

Employees: 800 | Industry: Enterprise software, supply chain, logistics, warehouses, manufacturing

Responsibilities

• Customer-facing software support, helping users navigate software issues, operational disruptions, fielding questions, and service requests
• Supporting incidents in collaboration with other departments, following incident management process, communicating and documenting issues clearly throughout the incident lifecycle
• Triggering the problem management process when recurring issues arise and known errors
• Analyzing software behavior, logs, interfaces, database information, system processes, and operational symptoms to identify causes and next steps in the process
• Supporting customers and internal teams with troubleshooting, technical clarification, request handling, workaround identification, and resolution coordination
• Supporting knowledge transfer by sharing best practices, lessons learned, technical guidance
• Occasional travel and overtime/after‑hours support may be required based on customer needs

Requirements

• 2+ years of professional experience in technical support for software products and systems
• Experience with 2nd level support, incident analysis, troubleshooting, escalations, root cause analysis
• Experience with warehouse software, system architecture, user interfaces, databases
• Understanding of ITIL based support processes - incident management, problem management, change management, and knowledge documentation
• Hands‑on experience with Linux, SQL queries, trace and log analysis, and software support tools
• 401K with company match and no vesting, half day Fridays (in office), competitive health, dental, vision, life insurance, FSA, short and long‑term disability, profit sharing, PTO, holidays, paid parental leave, subsidized daycare, tuition reimbursement, pet insurance, subsidized food delivery, quarterly company events, and volunteer opportunities