[Hiring] Support Engineer @Perseus Group

Role Description

• Triage, investigate, and resolve technical support tickets across CRM, data, integration, and configuration issues.
• Use SQL, logs, APIs, and application monitoring tools to identify root causes and validate fixes.
• Support integrations with dealership management systems and troubleshoot sync failures, data mapping issues, and configuration problems.
• Communicate proactively with dealers and internal teams, providing clear updates, timelines, and resolution notes.
• Manage escalations, document findings, and work closely with development, product, and customer success teams.
• Help build AI-assisted workflows for ticket classification, diagnostic support, customer communication, and repeatable configuration fixes.
• Create and maintain knowledge base content, runbooks, and process documentation for recurring support issues.

Qualifications

• 3–5 years of experience in technical support, application support, platform operations, or a hybrid support/development role.
• Strong SQL skills and experience using queries to investigate data issues, trace sync problems, and validate records.
• Experience reviewing application logs or using monitoring tools such as Azure Application Insights or similar platforms.
• Comfort troubleshooting APIs, integrations, request/response flows, and system handoffs.
• Ability to read code, such as C# or a similar language, well enough to understand application behavior and support root cause analysis.
• Strong written communication skills and the ability to explain technical issues clearly to both technical and non-technical audiences.
• A process-improvement mindset with interest in automation, AI tools, and building better support workflows.

Requirements

• Experience with dealership management systems, SaaS platforms, or equipment dealer operations.
• Familiarity with tools such as Azure DevOps, TeamSupport, Salesforce Service Cloud, Postman, Swagger/Open API, or Playwright.
• Experience with communication APIs, such as Twilio.
• Experience with AI tools, LLM APIs, or workflow automation.
• Background in DevOps, platform reliability, or incident management.

Benefits

• Full time employees will also be eligible for enrollment in a wide range of choices of benefits, including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).
• The Company provides a minimum of 10 days of vacation for new employees, sick time based on state requirements, 8 Company-paid holidays, and 2 personal holidays per year.