Key skills
Linux/Unix commandsWeb technologiesDatabase managementIncident ManagementCloud platformsAnalytical skillsNetworking principlesContainerization platformsSQLShellAIAnalyticsAWSAzureGoogle CloudKubernetesDockerSaaSChange ManagementCommunicationCustomer Success
About this role
Precisely is the leader in data integrity, empowering businesses to make confident decisions based on trusted data. The Support Engineer role involves delivering application support and maintenance for SaaS and on-premises customer environments, ensuring continuous operation and solving complex issues to ensure customer success.
Responsibilities:
- 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
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
- 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