Support Engineer

Overview DataBank IMX is a growing, thriving company on a mission to create remarkable business solutions for our customers through better data and process automation. As North America’s leading end-to-end business process solution provider, our 600+ employees across 36 states are the heart of our success – incredibly dedicated and passionate about data analysis, problem‑solving, cloud computing, AI, and the future of technology. Our people are committed to our customers in everything that we do. That is the DataBank difference. We are looking for a Support Engineer to join our Professional Services Team. The Support Engineer is a critical, customer-focused position responsible for providing technical assistance and support to our customers, ensuring their satisfaction and success with our services. Daily activities include fielding customer questions, troubleshooting, providing documentation and software downloads as well as other position related responsibilities in a support center environment. You will collaborate closely with our development, professional services, and sales teams to resolve customer issues and improve operations and services. Onsite – Databank Office 151 N. 8th St. Lincoln, NE Benefits/Total Rewards At DataBank, we focus on Benefits that cover your health, well-being, family, and future. Our comprehensive suite of Benefit options is offered to make it easier to stay physically, emotionally, and financially healthy. Some of our Benefits and Total Rewards Program includes: Salary Medical/Dental/Vision Insurance Disability & Life Insurance 401k Retirement Plan Flexible Spending Health Savings Account Parental Leave Generous PTO Volunteer PTO Company Paid Holidays Career Advancement opportunities Company-wide bonus program & merit program Responsibilities Provide technical support to customers via phone, email, chat, and remote assistance Troubleshoot and resolve customer issues related to services in a timely and efficient manner Document and track customer inquiries, reported problems, and solutions Create and maintain technical documentation, knowledge base articles, and FAQs to assist customers and internal teams Assist in testing new service releases and updates to ensure quality and reliability. Participate in on-call rotations and after-hours support as needed Collaborate with cross-functional teams to expedite and prioritize customer issues, driving timely resolution Identify and communicate service improvements or enhancements based on customer feedback and support experiences to internal teams Collaborate with other departments, such as product development and sales, to address customer needs and concerns effectively Qualifications High School Diploma/GED A minimum of 2 years’ experience with Technical Support A minimum of 1 year experience with OnBase, ECM platforms/solutions and other workflow automation tools Analytical mindset with the ability to interpret data and drive actionable insights Strong analysis, judgment and problem solving skills Excellent written, listening, and verbal communication skills including interpersonal, negotiation, and conflict resolution Strong software and information technology knowledge base Works well in a team environment Ability to work well in a fast-paced work environment Strong telephone presence and speaking skills Information Security Requirements Disclaimer At DataBank, information security is a top priority. It is the responsibility of every member of our workforce to protect sensitive information at all times. As part of our commitment to clients and regulators, the following information security requirements must be satisfied and upheld for all job positions: Ability to pass individual background check and drug screenings, when required* Operate in accordance with all DataBank information security policies and procedures Understand and acknowledge all job responsibilities relating to information security and protecting sensitive company and/or client information Execute information security processes and procedures as required based on job functional responsibilities Protect information assets from unauthorized access, disclosure, modification, destruction or interference Report information security events, incidents, and any other risks identified to designated company resources *As an employee of Databank, you may also be required to undergo continued or more in-depth background screenings to satisfy the information security requirements of current or future clients. DataBank IMX is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws regarding nondiscrimination. DataBank IMX provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, or protected veteran status. Qualified minorities, women, protected veterans, and/or individuals with disabilities are encouraged to apply. #J-18808-Ljbffr DATABANK IMX LLC