Support Engineer - Software

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

Position Summary

We are seeking a customer-focused and technically skilled Support Engineer - Software to join our Software team. In this role, you will serve as the primary technical contact for customers and internal stakeholders, diagnosing, troubleshooting, and resolving software application issues while delivering an exceptional support experience. The ideal candidate has strong analytical and problem-solving skills, enjoys investigating complex technical issues, and collaborates effectively with Engineering, Product Management, and Customer Success teams to ensure timely resolution of customer incidents.

This position is ideal for someone who enjoys blending technical expertise with customer engagement and wants to contribute to product quality and customer satisfaction.

Key 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 established Service Level Agreements (SLAs).
• Escalate complex software defects to Engineering while providing detailed technical analysis and documentation.
• Collaborate with Development, QA, Product Management, and DevOps teams to resolve production issues.
• Monitor application health and proactively identify recurring issues or trends.
• Document troubleshooting procedures, knowledge base articles, and standard operating procedures.
• Support software deployments, upgrades, patches, and release validation activities.
• Assist customers with application configuration, user access, integrations, and system functionality.
• Participate in on-call support rotation as required.
• Contribute to continuous improvement initiatives that enhance product stability, support processes, 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
• Open to possible weekend work and possible on-call schedule

The Benefits of Working for Abacus:

• Exposure to a diverse array of technologies
• Part of a team of experienced technicians that aim to deliver exceptional service
• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further technical education through online courses
• Positive, friendly, supportive office environment
• Workplace perks such as healthy snacks, wellness program, and fun events