Support Engineer [Remote]

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Support Engineer in United States.

This role offers the opportunity to become a key technical support expert within an enterprise software environment, helping customers and partners resolve complex technical challenges tied to document management and business process automation platforms. You will work in a fast-paced, customer-facing setting where troubleshooting, problem-solving, and clear communication directly impact user experience and system reliability. The position involves deep technical investigation across cloud and on-premise environments, collaboration with engineering teams, and continuous learning of evolving product capabilities. You will support resellers and end users through multiple channels while ensuring timely resolution of issues and adherence to service standards. This is a highly hands-on role ideal for someone who enjoys diagnosing complex systems and improving software performance at scale. The position is remote but requires working a third-shift schedule with occasional on-call coverage.

Accountabilities:

In this role, you will be responsible for providing advanced technical support for enterprise software solutions, ensuring timely resolution of customer issues and maintaining high service quality standards. You will act as a trusted technical partner for customers, resellers, and internal teams while contributing to product stability and continuous improvement. Key responsibilities include:

• Providing phone, chat, email, and remote technical support for enterprise software products
• Troubleshooting and resolving complex technical issues across cloud and self-hosted environments
• Managing a high-volume case load while meeting defined SLAs and response timelines
• Collaborating with engineering teams to escalate, diagnose, and resolve advanced product issues
• Testing and validating software updates, patches, hotfixes, and new releases
• Logging and tracking bugs identified during troubleshooting and ensuring proper follow-up
• Supporting customer go-lives, system performance, and operational stability
• Maintaining technical documentation and adhering to internal security and data handling policies
• Participating in internal training, knowledge-sharing sessions, and continuous learning initiatives

Requirements:

This position requires strong technical support experience combined with excellent communication and problem-solving abilities in enterprise software environments. The ideal candidate is analytical, customer-focused, and comfortable working in a fast-paced, shift-based support setting. Key qualifications include:

• Bachelor’s degree (or equivalent industry experience)
• 4+ years of experience in technical support or customer-facing technical roles
• Strong understanding of enterprise software systems, preferably document management platforms
• Experience troubleshooting cloud and on-premise Microsoft-based environments
• Familiarity with system administration, application support, and software debugging
• Excellent analytical and problem-solving skills with strong attention to detail
• Strong verbal and written communication skills, able to explain technical issues clearly
• Proven ability to manage multiple priorities and work effectively under pressure
• Experience working in fast-paced support environments with SLAs
• Willingness to work third shift (11:00 PM–8:00 AM PST) and occasional on-call weekends/holidays

Benefits:

• Competitive hourly pay: $29.33 – $37.50 per hour plus shift differential
• Remote work opportunity (eligible US states only)
• Generous paid time off including vacation, holidays, and volunteer days
• 401(k) retirement plan with company match options
• Health coverage including HMO and PPO medical plans
• Paid holidays and floating holiday flexibility
• Structured training and continuous learning opportunities
• Exposure to enterprise-scale software and digital transformation technologies
• Career growth in a global technology and automation environment

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.