Support Engineer

Overview

What you will do

• Provide world class technical support over the phone, email, and remote desktop connections, including 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 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, and 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.
• Participate in periodic weekend on-call support shifts.

What we are looking for

Application and Interview Impersonation Notice

• Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (“Precisely”) is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.
• The personal data that you provide as a part of this job application will be handled in accordance with relevant laws. For more information about how Precisely handles the personal data of job applicants, please see the Precisely Candidate Privacy Notice

Requirements

• This position supports global customers and requires working rotational shifts, including night shifts.
• Education: Bachelor’s or Master’s degree in Computer Science or related field (equivalent work experience will be accepted in place of the education requirement).
• A strong desire to learn new technology and the ability to understand new concepts quickly.
• Upto 1 year of work experience in technical support, services or engineering.
• UNIX/Linux (AIX, Red Hat EL, Solaris, HP-UX) commands and administration.
• Understanding of database management systems including relational database design principles, SQL queries, commands and configuration. ( Oracle, Microsoft SQL Server, DB2 ). Should be able to understand & write SQL queries.
• Understanding of networking design principles, including TCP, IP, HTTP/S, S/FTP, SMTP, AS2, and other data communication protocols.
• Understanding of cloud Services: Azure, GCP, EC2, S3.
• Basic knowledge of Container and virtualization technologies: Docker, Kubernetes, OpenShift.
• Experience with any programming language.
• Prior knowledge of Sterling B2B Integrator/Sterling File Gateway/Global Mailbox.
• Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting skills.
• Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
• Demonstrated ability to leverage AI-powered tools (e.g., Claude, GitHub Copilot, ChatGPT) to accelerate troubleshooting code, research or documentation.
• Familiarity with AI-assisted analysis or tools to speed root-cause identification.
• Openness to adopting AI-driven workflows as part of daily support operations.