Support Engineer - Software at Abacus Group LLC

<p><strong><span id="p1R_mc1" class="markedContent">Position Summary</span></strong></p> <p><strong><span id="p1R_mc2" class="markedContent"><br></span></strong><span id="p1R_mc2" class="markedContent">We are seeking a customer-focused and technically skilled</span><span id="p1R_mc3" class="markedContent"> Support </span><span id="p1R_mc4" class="markedContent">Engineer - Software</span><span id="p1R_mc5" class="markedContent"> to join our Software team. In this role, you will serve </span><span id="p1R_mc6" class="markedContent">as the primary technical contact for customers and internal stakeholders, </span><span id="p1R_mc7" class="markedContent">diagnosing, troubleshooting, and resolving software application issues while </span><span id="p1R_mc8" class="markedContent">delivering an exceptional support experience. </span><span id="p1R_mc9" class="markedContent">The ideal candidate has strong analytical and problem-solving skills, enjoys </span><span id="p1R_mc10" class="markedContent">investigating complex technical issues, and collaborates effectively with </span><span id="p1R_mc11" class="markedContent">Engineering, Product Management, and Customer Success teams to ensure </span><span id="p1R_mc12" class="markedContent">timely resolution of customer incidents.</span></p> <p><span id="p1R_mc13" class="markedContent">This position is ideal for someone who enjoys blending technical expertise&nbsp;</span><span id="p1R_mc14" class="markedContent">with customer engagement and wants to contribute to product quality and </span><span id="p1R_mc15" class="markedContent">customer satisfaction.</span></p> <p><strong><span id="p1R_mc16" class="markedContent"><br>Key Responsibilities</span></strong></p> <ul> <li><span id="p1R_mc18" class="markedContent">Provide Level 2 and Level 3 technical support for enterprise software&nbsp;</span><span id="p1R_mc19" class="markedContent">applications.</span></li> <li><span id="p1R_mc21" class="markedContent">Troubleshoot application, database, API, and integration issues using </span><span id="p1R_mc22" class="markedContent">logs, diagnostic tools, and monitoring platforms.</span></li> <li><span id="p1R_mc24" class="markedContent">Analyze customer-reported issues, reproduce defects, identify root </span><span id="p1R_mc25" class="markedContent">causes, and recommend solutions or workarounds.</span></li> <li><span id="p1R_mc27" class="markedContent">Manage incidents and service requests in accordance with established </span><span id="p1R_mc28" class="markedContent">Service Level Agreements (SLAs).</span></li> <li><span id="p1R_mc30" class="markedContent">Escalate complex software defects to Engineering while providing </span><span id="p1R_mc31" class="markedContent">detailed technical analysis and documentation.</span></li> <li><span id="p1R_mc33" class="markedContent">Collaborate with Development, QA, Product Management, and </span><span id="p1R_mc34" class="markedContent">DevOps teams to resolve production issues.</span></li> <li><span id="p1R_mc36" class="markedContent">Monitor application health and proactively identify recurring issues or </span><span id="p1R_mc37" class="markedContent">trends.</span></li> <li><span id="p1R_mc39" class="markedContent">Document troubleshooting procedures, knowledge base articles, and </span><span id="p1R_mc40" class="markedContent">standard operating procedures.</span></li> <li><span id="p1R_mc42" class="markedContent">Support software deployments, upgrades, patches, and release </span><span id="p1R_mc43" class="markedContent">validation activities.</span></li> <li><span id="p1R_mc45" class="markedContent">Assist customers with application configuration, user access, </span><span id="p1R_mc46" class="markedContent">integrations, and system functionality.</span></li> <li><span id="p1R_mc48" class="markedContent">Participate in on-call support rotation as required.</span></li> <li><span id="p1R_mc50" class="markedContent">Contribute to continuous improvement initiatives that enhance </span><span id="p1R_mc51" class="markedContent">product stability, support processes, and customer satisfaction.</span></li> </ul> <p><strong>Qualifications:</strong></p> <ul> <li>Bachelor’s Degree in Computer Science, or a related field preferred, or equivalent experience</li> <li>Minimum 3 years of experience in a systems administration/ helpdesk role</li> <li>1-2 years of experience in an software development role</li> <li>Open to possible weekend work and possible on-call schedule&nbsp;</li> </ul> <p><strong>The Benefits of Working for Abacus:</strong></p> <ul> <li>Exposure to a diverse array of technologies</li> <li>Part of a team of experienced technicians that aim to deliver exceptional service</li> <li>Competitive compensation</li> <li>Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO</li> <li>Opportunities to further technical education through online courses</li> <li>Positive, friendly, supportive office environment</li> <li>Workplace perks such as healthy snacks, wellness program, and fun events</li> </ul> <p>&nbsp;</p>