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Support Engineer - Software

ABACUS

Responsibilities

  • Provide L2/L3 technical support for enterprise and SaaS applications.
  • Troubleshoot application, database, API, integration, and system issues.
  • Analyze logs, reproduce defects, identify root causes, and provide solutions or workarounds.
  • Manage incidents and service requests according to SLAs.
  • Escalate complex issues to Engineering with detailed technical analysis.
  • Collaborate with Development, QA, Product, and DevOps teams on production issues.
  • Support deployments, upgrades, patches, and release validation.
  • Maintain troubleshooting guides, knowledge articles, and technical documentation.
  • Monitor application health and identify recurring issues.
  • Participate in on-call support as required.

Requirements

  • Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent professional experience.
  • 2–5 years of experience in technical support, application support, software engineering, or IT operations.
  • Experience supporting enterprise or SaaS applications.
  • Strong understanding of client/server architecture, web applications, REST APIs, and networking fundamentals.
  • Experience working with SQL databases and writing basic to intermediate SQL queries.
  • Familiarity with Windows and Linux operating systems.
  • Experience using ticketing systems such as Jira, ServiceNow, Zendesk, or similar platforms.
  • Excellent troubleshooting, analytical, and critical thinking skills.
  • Strong written and verbal communication skills.
  • Ability to prioritize multiple issues in a fast-paced environment while maintaining a high level of customer service.
  • Willingness to work in a 24/7 environment

Preferred

  • Experience with AWS, Azure, or Google Cloud.
  • Knowledge of Docker, Kubernetes, CI/CD, and DevOps practices.
  • Experience with monitoring tools such as Splunk, Datadog, Grafana, or New Relic.
  • Basic scripting knowledge in PowerShell, Bash, or Python.
  • Familiarity with authentication protocols such as OAuth, SAML, or LDAP.
  • ITIL Foundation certification is a plus

Job Title

Support Engineer – Software

Overview

We are seeking a

Support Engineer – Software to provide technical support for enterprise software applications. The role will troubleshoot application, database, API, and integration issues while working closely with Engineering, Product, DevOps, and Customer Success teams.