Support Engineer - B2B Integration

preciselyinternationaljobs; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

Precisely is seeking a Support Engineer to deliver world-class technical assistance for customers, resolving issues across UNIX/Linux platforms and enterprise systems. You will work to meet SLA requirements, communicate clearly with stakeholders, and document findings for knowledge bases.

The ideal candidate has 1+ years in technical support, strong troubleshooting, and a willingness to learn new technologies within a distributed, AI-enabled environment.

Qualifications

• Bachelor's or Master's in CS or related field required or equivalent work experience.
• 1+ years in Technical Support, Application Support, or related role.
• Excellent communication and troubleshooting skills.
• Comfort with UNIX/Linux environments and basic admin tasks.
• Understanding of networking (TCP/IP, HTTP/S, SMTP).

Responsibilities

• Provide world-class technical support via phone, email, and remote desktop.
• Address and resolve issues quickly to ensure customer satisfaction.
• Investigate, analyze, and solve complex problems across platforms and databases.
• Understand enterprise system complexities and identify root causes.
• Learn new technology and share knowledge within the team.
• Create internal and external knowledge base documentation.
• Debug issues and provide fixes and enhancements.
• Participate in periodic weekend on-call shifts.

Skills

Communication

Analytical troubleshooting

Unix/Linux administration

Networking principles

Self-motivated

Education

Bachelor's or Master's in Computer Science or related field

Tools

Docker

Kubernetes

OpenShift

AIX LPAR/WPAR

Job description

Application and Interview Impersonation Notice

Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated ("Precisely") is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.

Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!

Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge.

Overview

Precisely Support Engineers drive to solve complex issues and develop unique solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our technical support group to help drive the success of their Precisely Data Integration investments, including Precisely Connect products. Strong problem-solving skills, technical depth, communication, and the ability to develop creative solutions are a must.

What you will do

• Provide world class technical support over the phone, email, and remote desktop connections, including meeting SLA requirements, updating stakeholders in a timely manner, and documenting and recording critical information.
• Address and resolve issues quickly and effectively to ensure customer satisfaction.
• Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
• Understand the complexities of enterprise systems and determine if the cause of an issue is within the product, third-party libraries, user-developed code or jobs, or platform libraries.
• Continuously learn new technology, tools, and systems, and share that knowledge within the team.
• Create comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
• Debug and provide recommended solutions and tools to address product issues and enhancements.
• Participate in periodic weekend on-call support shifts.

What we are looking for

• Education: Bachelor's or Master's degree in Computer Science or related field (equivalent work experience will be accepted in place of the education requirement).
• 1+ years of experience in Technical Support, Application Support, Product Support, Managed Services, or a related customer-facing technical role.
• Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting skills.
• Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
• A strong desire to learn new technology and the ability to understand new concepts quickly.
• Comfort working in UNIX/Linux environments (e.g., AIX, Red Hat EL, Solaris, HP-UX), including basic administration.
• Understanding of networking design principles, including TCP, IP, HTTP/S, S/FTP, SMTP, AS2, and other data communication protocols.

Preferred Skills

• Database systems: Oracle, Teradata, Microsoft SQL Server, Vertica, DB2, ODBC, Snowflake, including relational database design principles, tuning, SQL execution, and configuration.
• Cloud services: Azure, GCP, EC2, EMR, S3, RedShift.
• Container and virtualization technologies: Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, Solaris Containers.
• Experience supporting data integration, managed file transfer, or B2B/EDI platforms (e.g., Sterling B2B Integrator/Sterling File Gateway/Global Mailbox) is welcome but not required.

AI Skills/Knowledge

• Ability to leverage AI-powered tools (e.g., Claude, GitHub Copilot, ChatGPT) to accelerate troubleshooting, research, and documentation.
• Familiarity with AI-assisted log analysis and anomaly detection to speed root-cause identification.
• Openness to adopting AI-driven workflows as part of daily support operations.

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