Software Support Engineer

PCMI is a fast-growing global SaaS company and a market leader in extended warranty, F&I, and service contract administration. Our platform automates the entire product lifecycle for customers worldwide - and we're just getting started. With teams across North America (US & Canada), Europe (Poland), and Asia (India), we're modernizing our architecture, embedding AI across our products, and scaling to meet growing demand. We move fast, we build with purpose, and we're hiring leaders who want to shape what comes next.

What You'll Do

As a Software Support Engineer, you will support IT Service Management. The role involves advanced troubleshooting and resolution of escalated software issues. Strong technical skills and effective communication are key to success in this role.

In this role, you will:

• Create workaround procedures when standard procedures have failed and ensure issues are resolved in a timely manner.
• Troubleshoot and develop technical solutions.
• Diagnose and troubleshoot technical software related issues.
• Ask customers targeted questions to quickly understand the root of the problem.
• Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue.
• Properly escalate any unresolved issues to appropriate internal teams (e.g. software developers).
• Provide prompt and accurate feedback to customers.
• Refer to internal database or external resources to provide accurate tech solutions.
• Ensure all issues are properly logged.
• Prioritize and manage several open issues at one time.
• Document technical knowledge in the form of notes and manuals.
• Perform data fixes and configuration changes on the database level.
• Manage tickets via online tools such as JIRA, Service Desk, etc.
• Demonstrate up-to-date expertise in the PCRS system and apply this as it relates to clients and vendors using API's to interface with the PCRS system.
• Perform testing and troubleshooting on issues related to REST/SOAP API's.
• Use New Relic monitoring, HAR files and other tools to investigate reported system issue.

What You'll Need to Join Our Team

• Bachelor's degree in Computer Science or related field or equivalent work experience.
• 2+ years of work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• 2+ years of experience in a client-facing role (account manager, call center, help desk, software support, application support, production support)
• Previous experience working at a software company
• Good understanding of computer systems, mobile devices and other tech products.
• Experienced in application-to-application interfaces, such as XML and REST API
• Software Development Lifecycle experience
• Experienced with webinar tools such as GoToMeeting, Skype for Business, Microsoft Teams
• Experienced in using ticketing software like JIRA, Confluence, Service Desk, etc.
• Experience with SQL (DML commands).
• Basic knowledge of C# or other object programming languages (nice to have).
• Basic knowledge of REST APIs
• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.

Why Work For Us

• Competitive Compensation from $65,000-$75,000
• Comprehensive Benefit Package
• • Health, Dental & Vision Insurance
  • Health Savings Account (HSA)
  • Flexible Spending Account (FSA)
  • Short & Long Term Disability Insurance
  • Company-paid Life Insurance
  • Voluntary Life Insurance
  • Voluntary Accident Insurance
  • Employee Assistance Program
  • 401k with generous Company Match
  • Commuter Benefits
• Paid Time Off accrued per pay period
• 10 Paid Holidays
• Paid Parental Leave
• Professional Development Opportunities
• Employee Events
• Wellness Programs
• Employee Discount Programs

Note: It is required for this role to be in the Park Ridge, IL office 2 days per week.

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*Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related aspects.

Eligible to enroll the first day of employment for immediate coverage.

The pay range for this role is:

65,000 - 75,000 USD per year (PCMI US)