Support Engineer - B2B Integration

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then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators. Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk. In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely's 2500 employees are unified by four company core values that are central to who we are and how we operate: Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a "work from anywhere" culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it's an exciting time to join Precisely! Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks. Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge. Overview: Precisely Support Engineers drive to solve complex issues and develop unique solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our technical support group to help drive the success of their Precisely Data Integration investments, including Precisely Connect products and Sterling B2B Integrator. Strong problem-solving skills, technical depth, communication, and the ability to develop creative solutions are a must. 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: 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). 2-5 years of experience in Technical Support, Application Support, Product Support, Managed Services or a related customer-facing technical role. Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting sk…