Support Engineer - Software

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 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.

Qualifications:

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

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