Support Engineer I

Overview:

Support Engineers at Precisely drive to solve complex issues and develop unique solutions to make our customers successful. In this role, you will provide technical support for Precisely's Engage product suite, helping customers who depend on our platform for mission-critical operations. Dedication to customer satisfaction, strong problem-solving skills, technical depth, and clear communication are essential to success in this role.

What you will do:

• Provide world-class technical support via phone, email, and remote connections for Precisely Engage products.
• Effectively document and record customer issues in a case management system (Salesforce).
• Communicate with customers clearly and in line with SLA requirements to uphold customer satisfaction standards.
• Investigate, analyze, and solve complex problems occurring across a wide range of platforms, software systems, and databases.
• Debug issues and provide recommended solutions and tools to address product issues and enhancements.
• Continuously learn new technologies, tools, and systems, and share that knowledge within the team.
• Create comprehensive internal and external Knowledge Base documentation for use by customers and team members.
• Participate in rotational off-hours and weekend shifts for on-call support.
• Use AI-assisted tools to accelerate case triage, root-cause investigation, and documentation, consistent with the AI Skills/Knowledge outlined below.
• Mentor and support the onboarding of newer team members as needed.

What we are looking for:

• Bachelor's degree in Information Technology, Computer Science, or a related field (equivalent work experience accepted in place of the education requirement).
• 2 - 3 years of experience in a technical support, software support, or related engineering role.
• 2+ years working with SQL/relational databases and scripting or programming languages (e.g., Java, JavaScript).
• Experience with relational databases, including SQL execution, tuning, and configuration; familiarity with debuggers, system utilities, and performance monitoring tools across multiple platforms; experience with case management/CRM systems such as Salesforce.
• Exceptional analytical and troubleshooting skills across complex, multi-platform environments.
• Ability to work rotational off-hours and weekend shifts for on-call support, as needed.

AI Skills/Knowledge:

• Uses AI-assisted tools (e.g., Copilot, Claude) to accelerate log analysis, root-cause investigation, and troubleshooting of code or configuration issues.
• Uses AI to search, summarize, and draft internal and customer-facing Knowledge Base articles, verifying technical accuracy before publishing.
• Uses AI to summarize case history, customer communications, and support tickets to speed up triage and case handoffs.
• Uses AI-assisted diagnostic and monitoring tools to help identify patterns across recurring support cases.