Support Engineer - Software

Responsibilities

• 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.

Requirements

• 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

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

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