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

Jedox AG; Boston (MA); Remote; USD 85,000 - 115,000; Full time

Job summary

Jedox AG in the Boston area is seeking a Support Engineer to be the trusted first point of contact for customers, triaging and resolving issues with AI-assisted tooling while upholding high quality standards across the Americas.

You will manage tickets, classify cases, validate AI-driven solutions, communicate clearly, handle cloud configurations, escalation and case ownership, and contribute to knowledge bases and FP&A-related context.

Qualifications

• 3+ years in SaaS/technical support in a fast-paced environment.
• CS/Engineering degree or commensurate software experience.
• Interest in FP&A or finance processes and strong English.
• Experience with BI, planning software, or finance systems is a plus.
• Strong analytical and customer-facing skills; solid IT fundamentals.

Responsibilities

• Ticket management and SLA adherence with proper priority handling.
• Triaging, classifying and enriching incoming tickets promptly.
• Validate AI-generated solutions before sharing with customers.
• Clear customer communication via email, phone and video.
• Cloud administration and customer portal access setup.
• Escalation management and ownership of escalated cases.
• Contribute to knowledge base and process improvements.
• Understand FP&A workflows to assess technical issues in business context.

Skills

SaaS support

Analytical thinking

Written & verbal English

Customer communication

Pacific Time availability

Education

Bachelor's or Master's in CS or Engineering

Tools

Kubernetes

Docker

Azure

ITIL

SRE practices

Salesforce Service Cloud

Windows

Linux

Excel

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 escalated to the senior expert pool when needed.
• Case Ownership:Take ownership of escalations, follow up on them 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 doesnotreplace 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 partnerHiPeople. Here you will find information about thedataprotectionguidelines as well as the most recentsecuritychecks. 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.