Support Engineer - Software at Abacus Group LLC

<p><strong>Job Description&nbsp;</strong></p> <p><strong>Job Title: </strong><strong>Support Engineer – Software</strong></p> <p><strong>Overview:</strong></p> <p>We are seeking a <strong>Support Engineer – Software</strong> 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.</p> <p>&nbsp;</p> <p><strong>Roles &amp; responsibility:</strong></p> <p>&nbsp;</p> <ul> <li>Provide L2/L3 technical support for enterprise and SaaS applications.</li> <li>Troubleshoot application, database, API, integration, and system issues.</li> <li>Analyze logs, reproduce defects, identify root causes, and provide solutions or workarounds.</li> <li>Manage incidents and service requests according to SLAs.</li> <li>Escalate complex issues to Engineering with detailed technical analysis.</li> <li>Collaborate with Development, QA, Product, and DevOps teams on production issues.</li> <li>Support deployments, upgrades, patches, and release validation.</li> <li>Maintain troubleshooting guides, knowledge articles, and technical documentation.</li> <li>Monitor application health and identify recurring issues.</li> <li>Participate in on-call support as required.</li> </ul> <p><strong>&nbsp;</strong></p> <p><strong>Qualifications</strong></p> <p>&nbsp;</p> <ul> <li>Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent professional experience.</li> <li>2–5 years of experience in technical support, application support, software engineering, or IT operations.</li> <li>Experience supporting enterprise or SaaS applications.</li> <li>Strong understanding of client/server architecture, web applications, REST APIs, and networking fundamentals.</li> <li>Experience working with SQL databases and writing basic to intermediate SQL queries.</li> <li>Familiarity with Windows and Linux operating systems.</li> <li>Experience using ticketing systems such as Jira, ServiceNow, Zendesk, or similar platforms.</li> <li>Excellent troubleshooting, analytical, and critical thinking skills.</li> <li>Strong written and verbal communication skills.</li> <li>Ability to prioritize multiple issues in a fast-paced environment while maintaining a high level of customer service.</li> <li>Willingness to work in a 24/7 environment</li> </ul> <p><strong>Preferred skills &amp; experience </strong></p> <ul> <li>Experience with AWS, Azure, or Google Cloud.</li> <li>Knowledge of Docker, Kubernetes, CI/CD, and DevOps practices.</li> <li>Experience with monitoring tools such as Splunk, Datadog, Grafana, or New Relic.</li> <li>Basic scripting knowledge in PowerShell, Bash, or Python.</li> <li>Familiarity with authentication protocols such as OAuth, SAML, or LDAP.</li> <li>ITIL Foundation certification is a plus</li> </ul>