Support Engineer

Summary

Join Precisely as a Support Engineer and become a trusted technical expert, solving complex issues and delivering solutions that drive customer success. You will play a critical role in supporting enterprise B2B environments, particularly with products like Precisely Connect. This high-impact role involves applying your technical knowledge, problem-solving skills, and communication abilities to directly influence customer satisfaction and retention. Precisely offers a "work from anywhere" culture, celebrating diversity in a distributed environment with a presence in 30 countries and 20 offices across 5 continents. The company is committed to career development and offers opportunities for growth, learning, and community building. Precisely is a leader in data integrity, empowering businesses to make confident decisions based on trusted data.

Requirements

• Bachelor’s or Master’s degree in Computer Science or a related field
• Hands on experience in writing SQL queries and working with relational databases (RDBMS) and/or cloud data warehouse platforms
• Hands on experience in writing Linux/Unix commands and shell scripts
• Hands on experience with web technologies and network protocols. Strong skills in operating systems, databases/SQL, web technologies, troubleshooting/debugging... any software engineering / coding background
• Hands on experience on software installs/upgrades, Troubleshooting and fix software issues, Capacity planning, application of Patches, Back-up and restore activity, Security administration, Server health monitoring and Server maintenance
• Knowledge of support processes (Incident Management, Problem Management and Change Management) and ticketing system
• Good verbal and written communication skills
• Good analytical and problem-solving skills
• Open for 24X7 rotational shifts

Responsibilities

• Provide world-class technical support via phone, remote desktop, and case management systems
• Meet service level objectives (SLOs), maintain timely stakeholder communication, and document critical case details
• Troubleshoot and resolve complex issues across platforms, software systems, and databases
• Analyze enterprise system behavior to identify whether issues stem from product code, third-party libraries, user-developed code, or platform infrastructure
• Continuously learn and share knowledge of new technologies, tools, and systems
• Contribute to internal and external Knowledge Base documentation
• Debug and recommend solutions for product issues and enhancements
• Participate in on-call rotations, including occasional weekend and late shifts

Preferred Qualifications

• Familiarity with Telecom knowledge
• Familiarity with AWS or Azure or Google Cloud knowledge on platform as a service(PAAS)