Support Engineer - Customer support

Job description

We are looking for a customer-focused and technically capable Support Engineer to provide product support for complex enterprise software applications. The role involves investigating and resolving customer-reported functional, configuration, calculation, workflow, integration, database, user-access, and performance issues. The Support Engineer will work closely with customers and internal teams, including Product Engineering, Cloud Operations, Professional Services, and Customer Success. The ideal candidate should have experience supporting configurable enterprise web applications, strong SQL and troubleshooting skills, and excellent verbal and written communication skills. ### THE OPPORTUNITY - Provide technical and functional product support for customer-reported incidents and service requests. - Investigate issues related to application behaviour, calculations, quotations, approvals, workflows, user access, and data processing. - Troubleshoot application errors, failed transactions, incorrect outputs, integration failures, and performance issues. - Review application logs, server logs, exception traces, database findings, and integration logs to identify the cause of reported issues. - Use SQL to validate application data, investigate inconsistencies, and support issue resolution. - Investigate customer-specific configurations, business rules, workflows, scripts, extensions, and customizations. - Troubleshoot integrations with external CRM, ERP, and other enterprise systems, including API, authentication, connectivity, timeout, and data-mapping issues. - Reproduce reported issues in internal or customer non-production environments when possible. - Determine whether an issue is caused by the application, configuration, customization, customer data, integration, or environment. - Provide customers with clear investigation updates, workarounds, resolutions, configuration guidance, and validation steps. - Escalate confirmed software defects to Product Engineering with relevant logs, screenshots, technical findings, business impact, and reproducible steps. - Collaborate with Cloud Operations and other internal teams on application availability, deployment, infrastructure, and performance-related issues. - Support patches, hotfixes, emergency deployments, and post-deployment validation when required. - Prepare Root Cause Analysis reports, Knowledge Articles, and internal troubleshooting documentation. - Monitor assigned cases and ensure timely acknowledgement, investigation, communication, and resolution within applicable service-level targets. - Participate in priority-incident troubleshooting calls and coordinate with internal teams until the issue is resolved or an appropriate workaround is provided. - **Work Schedule: EMEA Support Hours** The candidate must be willing to work in a shift aligned with European business hours and participate in weekend or on-call support rotations when required. ### THE SKILL SET Required Technical Skills - 2–4 years of experience in product support, application support, technical support, or enterprise software troubleshooting. - Experience supporting browser-based enterprise applications. - Strong SQL skills and experience troubleshooting database-driven applications. - Working knowledge of Microsoft SQL Server and/or MySQL Database. - Ability to analyze complex queries, stored procedures, application data, locks, blocking sessions, indexes, and performance issues. - Understanding of Microsoft .NET-based enterprise application environments. - Experience reviewing application logs, exception traces, server logs, integration logs, and database findings. - Familiarity with application-hosting technologies such as IIS, Apache Tomcat, Nginx, or similar platforms. - Working knowledge of REST and SOAP web services, APIs, XML, JSON, and HTTPS. - Understanding of authentication, authorization, user roles, SSO, SSL/TLS, certificates, and network connectivity. - Experience supporting integrations with CRM, ERP, and other enterprise business systems. - Familiarity with workflow-based, rules-driven, configurable, or transaction-processing applications. - Basic understanding of Linux and/or Windows Server administration and troubleshooting. - Experience using case-management, engineering, documentation, and monitoring tools such as Salesforce Service Cloud, Jira, Confluence, Grafana, Graylog, Splunk, or similar platforms. Preferred Qualifications - Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical discipline.