{"id":1749974,"url":"https://alion.io/job/abacus-technology-support-engineer-software-2","title":"Support Engineer - Software","company":{"id":456034,"name":"Abacus Technology","domain":"abacustechnology.com","url":"https://alion.io/company/abacus-technology","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":94,"open_postings":4,"ghost_share":0,"stale_share":0.25,"repost_share":0,"time_to_fill_p50_days":49,"computed_at":"2026-10-08T05:49:30Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":54000,"max_usd":111000,"period":"year","method":"global_role_seniority_cell","sample_n":469},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-02T17:16:22Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-09T02:24:46Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Position Summary\n\n We are seeking a customer-focused and technically skilledSupport Engineer - Softwareto join our Software team. In this role, you will serve as the primary technical contact for customers and internal stakeholders, diagnosing, troubleshooting, and resolving software application issues while delivering an exceptional support experience. The ideal candidate has strong analytical and problem-solving skills, enjoys investigating complex technical issues, and collaborates effectively with Engineering, Product Management, and Customer Success teams to ensure timely resolution of customer incidents.\nThis position is ideal for someone who enjoys blending technical expertise with customer engagement and wants to contribute to product quality and customer satisfaction.\n\nKey Responsibilities\nProvide Level 2 and Level 3 technical support for enterprise software applications.\nTroubleshoot application, database, API, and integration issues using logs, diagnostic tools, and monitoring platforms.\nAnalyze customer-reported issues, reproduce defects, identify root causes, and recommend solutions or workarounds.\nManage incidents and service requests in accordance with established Service Level Agreements (SLAs).\nEscalate complex software defects to Engineering while providing detailed technical analysis and documentation.\nCollaborate with Development, QA, Product Management, and DevOps teams to resolve production issues.\nMonitor application health and proactively identify recurring issues or trends.\nDocument troubleshooting procedures, knowledge base articles, and standard operating procedures.\nSupport software deployments, upgrades, patches, and release validation activities.\nAssist customers with application configuration, user access, integrations, and system functionality.\nParticipate in on-call support rotation as required.\nContribute to continuous improvement initiatives that enhance product stability, support processes, and customer satisfaction.\nQualifications:\nBachelor’s Degree in Computer Science, or a related field preferred, or equivalent experience\nMinimum 3 years of experience in a systems administration/ helpdesk role\n1-2 years of experience in an software development role\nOpen to possible weekend work and possible on-call schedule \nThe Benefits of Working for Abacus:\nExposure to a diverse array of technologies\nPart of a team of experienced technicians that aim to deliver exceptional service\nCompetitive compensation\nRobust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO\nOpportunities to further technical education through online courses\nPositive, friendly, supportive office environment\nWorkplace perks such as healthy snacks, wellness program, and fun events","description_format":"text","description_chars":2756,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed Security","Managed IT Services 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