Position Summary:
The Software Support Engineer provides advanced technical support for software applications, focusing on Tier 2 issue resolution, client onboarding, and customization. This role ensures smooth client implementation, resolves complex technical problems, and executes database scripts to support application functionality. The engineer acts as a liaison between clients, internal teams, and development, delivering exceptional service and technical expertise.
Position Responsibilities:
- Investigating and resolving production incidents: Analyzing and documenting solutions for production issues, debugging, and performing complex testing.
- Troubleshooting and debugging: Identifying and resolving software defects, performance issues, and other technical problems.
- Root cause analysis: Identifying the underlying causes of issues to prevent recurrence.
- Developing and implementing solutions: Coding, testing, and deploying fixes and enhancements to improve application stability and performance.
- Maintaining documentation: Creating and updating technical documentation, such as user guides, troubleshooting procedures, and knowledge base articles.
- Collaborating with other teams: Working with development, QA, and infrastructure teams to resolve complex issues and improve software quality.
- Monitoring application performance: Tracking key metrics, identifying potential issues, and optimizing application performance.
- Ensuring compliance: Following established software development lifecycle (SDLC) methodologies and risk guidelines.
- Tier 2 Support: Diagnose and resolve escalated technical issues beyond Tier 1 capabilities, including software bugs, performance problems, and configuration errors.
- Client Onboarding & Customization: Assist new clients with setup, configuration, and customization of software solutions to meet business needs.
- Database Script Execution: Run and validate SQL scripts for data migration, updates, and troubleshooting.
Qualifications:
- 3+ experience in Tier 2 technical support
- Strong technical skills in relevant programming languages and technologies: MERN, C#, .Net, Entity Framework, T-SQL
- Experience in the Mortgage sector
- Open-Source experience is a plus
- Experience with Microsoft Azure or general cloud development.
- Experience with Cross-browser, Adaptive/Responsive development and design.
- Experience with scalable and secure web architecture
- Experience with Visual Studio and/or Postman
- Strong communication and interpersonal skills.
- Familiarity with ITIL framework (or similar) and incident management processes.
- Experience with source and version control systems, caching frameworks
- Experience with various SDLC methodologies (Scrum, Kanban, Hybrid)
- Ability to recommend, design and implement new code seamlessly
- Experience with client onboarding and software customization.
- Familiarity with scripting and automation tools.
- Knowledge of RESTful APIs and scalable web architecture.
- Proficiency in troubleshooting and debugging software applications.
Must be able to pass a Federal, State, and Local criminal background check. Any job offer will be based on the results of the background check.