Support Engineer

This position is 100% remote anywhere in the US

Overview:

A Support Engineer is responsible for resolving customer technical issues and ensuring successful use of Precisely’s coding-focused and data integration products, including CODE-1 Plus, VeriMove, Finalist and Canadian CODE-1 Plus, and selected Data Integrity Suite (DIS SaaS), knowledge of z/OS/JCL, and the IBMi platform is beneficial. Customers rely on our technical expertise to troubleshoot complex, code-driven workflows involving data processing, validation, and integration. Strong problem-solving skills, technical depth, and clear communication are essential.

What you will do:

• Provide world-class technical support via phone, email, case management systems, and remote desktop sessions while meeting SLA requirements and documenting work accurately.
• Diagnose and resolve issues related to data transformation, validation, cleansing, and movement across platforms.
• Support Spectrum UAM and related services, including configuration, data processing flows, and integration scenarios.
• Assist customers using DIS SaaS / Data Integrity Suite services where coding, automation, or APIs are involved.
• Support customers using Code-1, VeriMove, MapInfo and Finalist, including troubleshooting job logic, configuration issues, file handling, and execution errors.
• Analyze logs, job output, error messages, and customer-provided artifacts to identify root cause and recommend corrective actions.
• Determine whether issues originate from product behavior, customer-developed logic, data quality problems, third-party components, or environmental configuration.
• Collaborate closely with Engineering and Product Management on escalations, enhancements, and defect investigations.
• Create and maintain internal and customer-facing knowledge base documentation.
• Continuously develop product knowledge and share expertise with the broader support team.
• Participate in on-call and after-hours support rotations as required.

What we are looking for:

• Bachelor’s degree in Computer Science, Software Engineering, or a related technical field, or equivalent experience.
• 3 – 6+ years of experience in technical customer support or a related technical role.
• Experience supporting Code-1, VeriMove, Finalist, or similar data processing and coding-centric products.
• Familiarity with Spectrum UAM or Spectrum-based data integration solutions. Experience supporting batch processing, ETL-style workflows, or data pipelines.
• Exposure to SaaS platforms and API-based integrations. Experience working in a global or follow-the-sun support model.
• Leverages AI to enhance customer support operations (case summarization, response drafting, knowledge recommendations, sentiment analysis)
• Comfortable evaluating and adopting emerging AI tools to improve productivity, decision-making, and cross-team visibility
• Ensures responsible AI usage aligned with data privacy, security, and enterprise governance standards
• Identifies and automates repetitive support and operational workflows using AI tools (e.g., case triage, routing, summarization, reporting) to improve efficiency and reduce manual effort
• Knowledge of z/OS/JCL, and the IBMi platform is beneficial.

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