Support Engineer - Global Support (m/f/d)

Jedox; Boston (MA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible work

Generous vacation time

Health benefits

Public transit reimbursement

Career development

Job summary

Jedox is expanding its Engineering team and seeking a Full-Stack Software Engineer to help design and build the next generation of our platform services and applications. The role responsibilities include handling customer tickets, triage, validation of AI-generated solutions, and collaboration with cloud and database services across Windows/Linux environments.

The ideal candidate has 3+ years in SaaS/technical support, a CS/Engineering degree, and interest in FP&A/EPM.

Job description

What is Jedox?

At Jedox, we offer cutting-edge Performance Management Platform and Solutions that enable businesses to plan, analyze, and optimize their financial and operational performance. Our B2B Platform-as-a-Service offering consists of various components - sophisticated data representation and data collection, a powerful planning engine, and data integration - developed by our specialized product teams.

To drive our “Digital Business Partner” vision, we’re expanding our Engineering team and looking for a Full-Stack Software Engineer to help design and build the next generation of our platform services and applications.

Your Responsibilities

As a Support Engineer, you will be a trusted partner for our customers, serving as their first point of contact and helping to deliver an outstanding support experience. By utilizing AI-powered tools, you will quickly triage, investigate and resolve issues, while also reviewing and validating solutions to ensure the highest level of quality before they are shared with customers.

• Ticket Management: Respond to tickets in accordance with SLAs, setting the correct priority on submission.
• Case Triage & Classification: Triage, classify and enrich incoming tickets to ensure they are followed up in a timely and effective manner.
• AI Solution Validation: Validate and review AI-generated solution proposals before sharing them with the customer.
• Customer Communication: Provide positive and informative communication in writing and verbally (email, phone and video).
• Cloud Administration: Implement configuration changes for cloud customers, providing information on Jedox Cloud settings and creating customer portal accounts.
• Escalation Management: Check support responsibility for new tickets and elevate to senior experts when needed.
• Case Ownership: Take ownership of escalations, follow up and resolve them satisfactorily, and manage your queue proactively.
• Knowledge Sharing & Process Improvement: Contribute to the knowledge base and the continuous improvement of support processes.
• FP&A Process Knowledge: Establish a practical understanding of how customers use planning, budgeting, forecasting, reporting and performance management tools, in order to assess technical issues in their business context.

Your Profile

• Over three years' experience of working in SaaS/technical support in a fast-paced environment.
• Bachelor’s or Master’s Degree in Computer Science or Engineering, or commensurate experience in software.
• Interest in EPM, FP&A, or finance processes such as planning, budgeting, forecasting, and management reporting.
• Experience with EPM/CPM, business intelligence, planning software, financial systems, or supporting finance users is a strong plus.
• Strong analytical and problem-solving skills, combined with excellent interpersonal, organisational and customer skills.
• Solid technical expertise in Windows and Linux systems, web servers, cloud services, databases and Excel, ideally complemented by experience with Kubernetes, Docker, Azure, ITIL, SRE practices and Salesforce Service Cloud.
• Strong written and verbal communication skills in English.
• Availability to work primarily during Pacific Time business hours to support customers and teams across the Americas (no shift work required).

Not sure if you meet every requirement? If you bring strong technical skills and customer-facing experience, we'd still love to hear from you. Knowledge of EPM, FP&A, or finance processes is a plus and can be developed through onboarding and training.

Transparency Note: Use of Artificial Intelligence

As a tech-driven company, Jedox uses modern technologies — including AI — to continuously improve our processes. In recruiting, AI may support us in screening and structuring applications. It does not replace human judgment, but helps us reduce bias and ensure a consistent candidate experience. Your application is always reviewed by real people.

If you would like to learn more about the process, please visit the website of our partner Hi People. Here you will find information about the data protection guidelines as well as the most recent security checks. This gives you complete clarity on how your data is protected and processed. Of course, you can also contact us at any time if you have any questions.

About Us

Jedox is a leading software solution that enables business planning, budgeting, and forecasting for finance, sales, and other business functions with leading-edge technology to drive Digital Transformation and provide tangible customer value. Constant innovation has made us a leader in the Enterprise Performance Management (EPM) sector.

Our Values

At Jedox, we pride ourselves on our core corporate values, which drive our success as a team.

Our growth mindset encourages us to constantly learn, evolve and innovate, pushing ourselves to new heights. We work together as #OneTeam OneJedox, with a shared passion for achieving excellence in everything we do. We execute with precision and hold ourselves to the highest standards of excellence, ensuring that we deliver impactful results that exceed our customers' expectations. Our focus on people centricity ensures that our employees are at the heart of everything we do, enabling us to attract and retain top talent. We believe that effective communication and engagement are key to building strong relationships, both internally and with customers, partners and stakeholders.

Why should you join our team?

At Jedox, we want our customers to achieve #Superplännen. It is that exhilarating feeling when an organization performs how it envisioned it.

When you plan for the future and achieve your goals, we call it Superplännen, and we want you to achieve the same. This is why at Jedox our culture is shaped by our global collaboration, passion for people and development, diversity, and commitment to innovation. We refer to it as our #OneTeam mantra, which is ingrained in everything we do.

We believe in lifelong learning and encourage team members to pursue personal and professional development, including internal & external training and certifications. We also enjoy meeting regularly (online or in persona) with each other all across the world for work, team events, to spend quality time together & have fun, or even do sports together.

The Same Effort And Attention Are Being Given To Ensure Employee Satisfaction In An Out Of The Office. Some Of Those Perks Include

• Flexible work: we love to work together in the offices as #Oneteam, but we also enjoy the possibility of working from everywhere and owning working hours.
• Take time to care for yourself: We offer generous vacation time and comprehensive health benefits plans, including Pension plans.
• Plan for your future: Planning means something different to everyone. Work with your Line Manager to implement a career growth plan that suits your path.
• Reduce your footprint: All offices are centrally located and can be easily reached via public transportation. Most Jedox offices offer public transit reimbursement or other perks like bike leasing.
• High-impact working environment: we enjoy flat hierarchies and short decision-making processes.
• Get corporate discounts across many brands and products.

Jedox is committed to creating an inclusive workplace and does not discriminate based on color, religion or belief, nationality, social or ethnic origin, age, gender, sexual orientation, or any other status protected by the laws and regulations in the geographic locations in which we operate.