Customer Support Engineer

Engageware helps financial institutions and enterprises provide seamless, customer-centric experiences through an AI-powered platform. As a Customer Support Engineer, you will serve as a key technical resource, delivering expert support to drive product adoption and customer satisfaction while troubleshooting and resolving technical issues.

Responsibilities:

• Respond to customer inquiries about technical problems through internet-based ticketing systems, telephone calls, and email, ensuring timely and professional resolution
• Troubleshoot and resolve software issues including login/password problems, application navigation, API and integration failures, and platform configuration errors using debugging tools, simulations, and scripts
• Document all customer calls, needs, problems, interventions, and interactions in the CRM — keeping clients informed as changes occur and maintaining meticulous records throughout the lifecycle of each issue
• Manage support queues via tools such as Zendesk or JIRA, escalating complex bugs and technical defects to Engineering with clear reproduction steps and impact summaries
• Guide and assist customers with system configurations, installations, and technical training including supporting documentation
• Proactively engage at-risk customers to prevent churn and conduct product training sessions to deepen product utilization
• Identify recurring customer pain points and provide structured feedback to Product teams to influence future software updates
• Collaborate with Customer Success Managers, Operations, and Engineering to ensure ongoing service quality across the customer portfolio
• Participate in after-hours support rotation for critical customer issues
• Contribute to the development of a customer-facing knowledge base, FAQs, and technical documentation to reduce recurring support volume

Requirements:

• Strong troubleshooting skills with experience diagnosing issues in SaaS platforms, REST APIs, web applications, and integrations; proficiency with XML and SQL scripting is a plus
• Proficiency with support and CRM tools such as JIRA and Salesforce is a plus
• Excellent written and verbal communication skills — able to translate complex technical findings into user-friendly explanations for both technical and non-technical audiences via email, chat, and phone
• Strong ability to work under pressure while managing multiple open cases simultaneously and setting clear customer expectations
• Broad product knowledge with a commitment to staying current with industry trends and platform updates
• 1-3 years of experience in IT, helpdesk, or technical support environments; familiarity with B2B SaaS subscription models is valued
• Experience working with financial services or enterprise software customers is a strong plus
• Collaborative team player with a customer-first mindset, empathy, and a drive for continuous improvement
• Bachelor's degree in Computer Science, Computer Programming, Software Engineering, or a related field; or equivalent practical experience
• Prior experience in an IT setting or as a support or systems analyst preferred
• Strong web application experience and familiarity with scripting in XML and SQL
• Technical proficiency with APIs, software configuration, and enterprise integrations
• Experience with ticketing and knowledge management systems (e.g., SalesForce, Jira)
• Familiarity with authentication protocols (SSO, OAuth) is a plus
• Availability for after-hours support for critical customer issues