Support Engineer at Precisely – Atlanta, Georgia

Precisely

Precisely is proud to be an Equal Opportunity and Affirmative Action employer. We celebrate everything that makes an applicant unique. We will consider all qualified applicants without regard to race, color, creed, religion, sex (including pregnancy), age, sexual orientation, gender identity, gender expression, national origin, ancestry, physical or mental disability, marital status, genetic information, citizenship status, or veterans’ status or other applicable legally protected characteristics. We are committed to providing reasonable accommodations for candidates with disabilities in our recruiting process.
Position Title: Support Engineer

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: Bachelors 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

#LI-DR1

#LI-Remote