Customer Support Engineer

Summary

Join Accumulus Synergy, a nonprofit trade association, as a Customer Support Engineer. This key role involves providing expert-level support for our regulatory data exchange platform, troubleshooting complex technical issues, and developing innovative solutions. You will collaborate with development teams, mentor junior analysts, and participate in on-call rotations. The position requires a Bachelor's degree in a related field and 3+ years of experience in technical support or a similar role. Accumulus offers competitive compensation, a comprehensive benefits package, and a fully remote work environment.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or related technical field, or equivalent experience
• 3+ years of experience in technical support, software engineering, or similar technical role
• Strong troubleshooting skills with the ability to diagnose complex technical issues
• Experience with ticketing systems, workflow automation, and technical documentation
• Proficient in at least one programming or scripting language (e.g., Python, JavaScript, PowerShell)
• Knowledge of APIs, web services, and modern cloud-based applications
• Excellent communication skills with ability to explain technical concepts to various audiences
• Strong analytical and problem-solving capabilities
• Experience with DevOps tools and observability platforms

Responsibilities

• Investigates and resolves escalated support cases from Tier 1, requiring advanced troubleshooting
• Develops and maintains technical documentation for complex troubleshooting procedures
• Collaborates with development teams to confirm bug reports and provide reproduction steps
• Configures workflows and automation rules within HelpDesk managed tools
• Conducts root cause analysis for recurring issues and proposes permanent solutions
• Mentors Tier 1 analysts on technical skills and troubleshooting methodologies
• Participates in the on-call rotation for critical issues outside business hours
• Works closely with the Director of Customer Support to spearhead new technical initiatives in order to automate processes and make platform data observable in existing DevOps managed tools

Preferred Qualifications

• Experience with regulatory or life sciences software applications
• Familiarity with identity management systems like OKTA
• Knowledge of SaaS platform architectures and implementation

Benefits

• Competitive compensation with bonus plan
• 401(k) program with 3% contribution by Accumulus and immediate vesting
• A full insurance benefits package that includes multiple health plans, vision, dental, life, and disability
• Parental leave program that includes up to 16 weeks of 100% paid leave
• Unlimited paid time off
• 100% remote work. Accumulus is a fully remote organization and we intend to remain so