Support Engineer

Location: Kennesaw, GA 31044 | Hybrid: In the office 3 days per week, working remotely 2 days Employees: 800 | Industry: Enterprise software, supply chain, logistics, warehouses, manufacturing Responsibilities Customer-facing software support, helping users navigate software issues, operational disruptions, fielding questions, and service requests Supporting incidents in collaboration with other departments, following incident management process, communicating and documenting issues clearly throughout the incident lifecycle Triggering the problem management process when recurring issues arise and known errors Analyzing software behavior, logs, interfaces, database information, system processes, and operational symptoms to identify causes and next steps in the process Supporting customers and internal teams with troubleshooting, technical clarification, request handling, workaround identification, and resolution coordination Supporting knowledge transfer by sharing best practices, lessons learned, technical guidance Occasional travel and overtime/after‑hours support may be required based on customer needs Requirements 2+ years of professional experience in technical support for software products and systems Experience with 2nd level support, incident analysis, troubleshooting, escalations, root cause analysis Experience with warehouse software, system architecture, user interfaces, databases Understanding of ITIL based support processes - incident management, problem management, change management, and knowledge documentation Hands‑on experience with Linux, SQL queries, trace and log analysis, and software support tools 401K with company match and no vesting, half day Fridays (in office), competitive health, dental, vision, life insurance, FSA, short and long‑term disability, profit sharing, PTO, holidays, paid parental leave, subsidized daycare, tuition reimbursement, pet insurance, subsidized food delivery, quarterly company events, and volunteer opportunities #J-18808-Ljbffr Cypress HCM