[Hiring] Support Engineer @Precisely International Jobs

Role Description

This role specializes in providing remote technical support for Precisely software and solutions. You will provide technical support to customers, using problem determination and root-cause identification skills to diagnose and resolve issues. You will collaborate with other support teams to prioritize and drive problems through to resolution, while communicating clear action plans and updates to customers. You will also contribute to improving technical support tools, procedures, and processes, and may have opportunities to share knowledge and mentor others within the team. The role contributes to delivering a high level of customer satisfaction and achieving the broader objectives of the Support organization.

What you will do:

• Provides live support to customers that includes periodic weekend shifts for On Call Support.
• Responds to queries from customers and Professional Services Consultants, via phone, email, and web.
• Defines, analyzes, and resolves customer issues in a timely & accurate manner.
• Provides periodic updates to the customers, co-workers, and management on the status of outstanding issues.
• Updates status of issues in the incident tracking system and performs appropriate follow-up on escalated issues.
• Documents complex issue resolutions for both the customer and internal reference, following the appropriate support processes.
• Assists senior team members with complex issues to gain experience and exposure to more advanced problems.
• Responsible for ensuring that the Service Level Agreements (SLAs) between customers and Sterling are met consistently.
• Contributes, reviews, and maintains knowledge base content on an ongoing basis.

Qualifications

• 2 - 4 years related programming or operations/technical support experience or consulting services.
• Excellent communication (oral and written), analytical and troubleshooting skills.
• OS experience in one or more areas of UNIX and/or Windows and/or LINUX and/or AS400.
• Database experience in one or more areas of Oracle and/or DB2 and/or MS SQL and/or MySQL.
• Knowledge in one or more areas of the following: Web Extensions and/or Tomcat (servlet engine) and/or Servlets and/or Apache (web server) and/or JSP and/or JavaScript and/or HTML.
• Java: Ability to read and step through an Object Oriented Language, preferably Java; Jdbc, Jdk, Jvm, stack traces.
• Knowledge in one or more areas of the following Protocols/Standards: http/https and/or ftp/sftp and/or SOAP and/or SMTP and/or POP and/or AS2 and/or Rosetta Net.
• Ability to take ownership of complex issues/assignments and follow through to completion.
• Demonstrates aptitude to prioritize and handle multiple issues simultaneously.
• Strong attention to detail and accuracy.
• Understanding of Docker concept and ability to troubleshoot issues on docker platform.
• Ability to work with Virtual Machines.
• Knowledge on User Exits and Rest API.
• Exposure to IBM Sterling B2B Portfolio (Sterling B2B Integrator, B2Bac, Sterling File Gateway, and Sterling Connect: Direct would be an advantage).
• Ability to work independently in a fast-paced environment.
• Ability to function and contribute in team environment.
• Willing to work flexible hours.
• AA/AS in Computer Science or related technical experience.

AI Skills/Knowledge

• Ability to leverage AI-powered tools (e.g., Claude, GitHub Copilot, ChatGPT) to accelerate troubleshooting, research, and documentation.
• Familiarity with AI-assisted log analysis and anomaly detection to speed root-cause identification.
• Openness to adopting AI-driven workflows as part of daily support operations.

Application and Interview Impersonation Notice

Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated (“Precisely”) is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.

The personal data that you provide as a part of this job application will be handled in accordance with relevant laws. For more information about how Precisely handles the personal data of job applicants, please see the Precisely Candidate Privacy Notice.