支持工程师 - 软件
Support Engineer - Software
职位概述
我们正在寻找一位以客户为中心且技术能力扎实的支持工程师，加入我们的软件团队。在此职位中，您将作为客户和内部利益相关者的首要技术联系人，诊断、排查并解决软件应用问题，同时提供卓越的支持体验。理想的候选人具备强大的分析和解决问题的能力，喜欢研究复杂的技术问题，并能与工程、产品管理和客户成功团队有效协作，确保客户事件及时解决。
此职位适合希望将技术专长与客户互动相结合，并为产品质量和客户满意度做出贡献的人士。
主要职责
- 为企业级软件应用程序提供二级和三级技术支持
- 使用日志、诊断工具和监控平台排查应用、数据库、API 和集成问题
- 分析客户报告的问题，复现缺陷，确定根本原因，并推荐解决方案或临时措施
- 根据既定的服务级别协议（SLA）管理事件和服务请求
- 将复杂的软件缺陷升级至工程团队，同时提供详细的技术分析和文档
- 与开发、测试、产品管理和运维团队协作，解决生产环境问题
- 监控应用健康状况，主动识别重复性问题或趋势
- 记录排查流程、知识库文章和标准操作规程
- 支持软件部署、升级、补丁和发布验证活动
- 协助客户进行应用配置、用户访问、集成和系统功能支持
- 按需参与轮班支持
- 参与持续改进计划，提升产品稳定性、支持流程和客户满意度
任职要求
- 计算机科学或相关专业学士学位优先，或同等经验
- 至少 3 年系统管理员/技术支持岗位经验
- 1-2 年软件开发岗位经验
- 可接受周末工作及可能的轮班安排
加入 Abacus 的优势：
- 接触多样化的技术栈
- 加入一支经验丰富的技术人员团队，致力于提供卓越的服务
查看英文原文
Position Summary
We are seeking a customer-focused and technically skilled Support Engineer - Software to join our Software team. In this role, you will serve as the primary technical contact for customers and internal stakeholders, diagnosing, troubleshooting, and resolving software application issues while delivering an exceptional support experience. The ideal candidate has strong analytical and problem-solving skills, enjoys investigating complex technical issues, and collaborates effectively with Engineering, Product Management, and Customer Success teams to ensure timely resolution of customer incidents.
This position is ideal for someone who enjoys blending technical expertise with customer engagement and wants to contribute to product quality and customer satisfaction.
Key Responsibilities
- Provide Level 2 and Level 3 technical support for enterprise software applications.
- Troubleshoot application, database, API, and integration issues using logs, diagnostic tools, and monitoring platforms.
- Analyze customer-reported issues, reproduce defects, identify root causes, and recommend solutions or workarounds.
- Manage incidents and service requests in accordance with established Service Level Agreements (SLAs).
- Escalate complex software defects to Engineering while providing detailed technical analysis and documentation.
- Collaborate with Development, QA, Product Management, and DevOps teams to resolve production issues.
- Monitor application health and proactively identify recurring issues or trends.
- Document troubleshooting procedures, knowledge base articles, and standard operating procedures.
- Support software deployments, upgrades, patches, and release validation activities.
- Assist customers with application configuration, user access, integrations, and system functionality.
- Participate in on-call support rotation as required.
- Contribute to continuous improvement initiatives that enhance product stability, support processes, and customer satisfaction.
Qualifications:
- Bachelor’s Degree in Computer Science, or a related field preferred, or equivalent experience
- Minimum 3 years of experience in a systems administration/ helpdesk role
- 1-2 years of experience in an software development role
- Open to possible weekend work and possible on-call schedule
The Benefits of Working for Abacus:
- Exposure to a diverse array of technologies
- Part of a team of experienced technicians that aim to deliver exceptional service
- Competitive compensation
- Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
- Opportunities to further technical education through online courses
- Positive, friendly, supportive office environment
- Workplace perks such as healthy snacks, wellness program, and fun events
Originally posted on Himalayas