Support Engineer

Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (“Precisely”) is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.

Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely!

Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge.

Overview: The primary role of the Support Engineer is to deliver application support and maintenance for SaaS and on-premises customer environments, ensuring continuous 24/7 operation for a range of products, applications, and services. A Support Engineer is primarily responsible for solving complex issues and developing unique solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our technical support group to help drive the success of their investments to Precisely products. Strong problem-solving skills, technical depth, communication, and the ability to develop creative solutions are a must.

What you will do:

• Provide world-class technical support over the phone, email, and remote desktop connections. Including, but not limited to, meeting SLA requirements, updating stakeholders in a timely manner, and documenting and recording critical information.
• Address and resolve issues quickly and effectively to ensure customer satisfaction.
• Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
• Understand the complexities of enterprise systems and be able to determine if the cause of an issue is within the product, third-party libraries, user-developed code or jobs, or platform libraries.
• Continuously learn new technology, tools, systems, and share that knowledge within the team.
• Create comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
• Debug and provide recommended solutions and tools to address product issues and enhancements.
• Apply AI-driven analytics to support operational data to identify trends, bottlenecks, and opportunities for continuous improvement across the support workflows.
• Utilize AI-based customer sentiment analysis to proactively surface risks, improve engagement strategies, and drive more positive customer outcomes.
• Promote responsible AI in Support to deliver scalable, secure solutions that meet business and customer goals.
• Night and weekend shifts may be required.

What we are looking for:

• Educational requirements: Bachelor’s degree in computer science, Information Technology, Electronics, or a related field.
• 2-3 years of experience in a similar role.
• This role supports U.S. Federal Government customers and may require the ability to access systems or data subject to U.S. government security requirements (e.g., FedRAMP, NIST). Must be a US Citizen/Resident or meet other FedRAMP requirements. Employment eligibility will be verified at time of hire.
• Hands-on experience with web technologies and network protocols, including troubleshooting of web application frontends, APIs, and backends.
• Proficiency in writing Linux/Unix commands and shell scripts for tasks such as automation, log analysis, system monitoring, and maintenance.
• Understanding of database management systems, including relational database design principles, tuning, SQL execution, and configuration.
• Knowledge of support processes, including Incident Management, Problem Management, and Change Management, as well as experience with ticketing systems.
• Strong verbal and written communication skills.
• Excellent analytical and problem-solving abilities.
• Familiarity with cloud platforms such as AWS, Azure, and/or Google Cloud.

Preferred Requirements:

• Understanding networking design principles, including TCP/IP, HTTP/S, S/FTP, and other data communication protocols.
• Familiarity with Linux/UNIX operating system internals.
• Familiarity with containerization platforms such as Docker and Kubernetes

This position is 100% remote anywhere in the US

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