Middle Support Engineer - Software

Title: Support Engineer - Software Location: Remote in US

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