Technical Product Support Consultant- Curam

Curam by Merative empowers governments around the world to deliver smarter, faster, and more compassionate social services. For more than 25 years, Curam has helped national, regional, and local governments modernize social programs, equip caseworkers with powerful tools, and connect individuals and families to the support they need. Trusted across 12 countries and jurisdictions, available in 14 languages, and supporting more than 970 government programs, the Curam platform helps protect and serve 187 million people annually-from large-scale national modernization initiatives to mission-critical child welfare and social care systems. This isn’t just software-it’s the digital safety net that helps communities thrive.

We are currently looking for a Technical Product Support Consultant to join the team now!

As a Technical Product Support Consultant, you thrive on solving complex technical challenges and delivering exceptional customer experiences. In this role, you'll serve as a trusted technical advisor, partnering with customers and cross-functional teams to investigate, resolve, and prevent issues across the Curam platform.

*Position is Remote, but flexibility to participate in on-call rotations and occasional after-hours support is required.

Key Responsibilities

• Own and resolve complex customer issues from investigation through resolution.
• Deliver advanced technical support for Curam applications and related technologies.
• Act as an escalation point for critical customer concerns, partnering closely with Development, Product Management, and Release teams.
• Analyze logs, technical data, and application behavior to identify root causes and recommend solutions.
• Communicate clearly and proactively with customers, providing regular updates and managing expectations.
• Document troubleshooting steps, resolutions, and best practices to strengthen internal and customer knowledge.
• Drive continuous improvement by identifying opportunities to enhance support processes, tools, and customer outcomes.
• Continuously expand your expertise in Curam, cloud technologies, AI and enterprise application support

Skills and Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Experience with Java/JEE and technologies such as SQL, XML, XSL, and JavaScript.
• Knowledge of relational databases, including IBM Db2 and Oracle.
• Experience troubleshooting enterprise applications, analyzing logs, and debugging complex issues.
• Customer-facing support experience and a passion for delivering outstanding service.
• Understanding of software development lifecycles and Agile practices.
• Strong problem-solving, communication, and collaboration skills.
• Ability to manage multiple priorities with a high level of ownership and independence.
• Willingness to participate in on-call support rotations.

Preferred Skills

• Experience with Curam.
• Knowledge of cloud platforms and architectures.
• Experience with WebSphere, WebLogic, or similar enterprise application servers.
• Familiarity with REST and SOAP services and integration troubleshooting.
• Exposure to modern development tools and frameworks, including React, Eclipse-based environments, and UML modeling tools.

Compensation

The salary range provided in this job posting is intended to reflect the general market value for the position. The actual salary offered may vary based on factors such as the candidate’s experience, qualifications, skills, and the specific requirements of the role. This range may also be subject to change as market conditions evolve. We encourage open communication throughout the interview process to discuss compensation expectations. For base-salary + commission sales roles, the range represents On-Target Earnings.

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Benefits

The benefits described represent the current offerings at our organization, however, benefits are subject to change and may vary by location and employment status. We strive to provide a comprehensive benefits package that supports our employees’ health, wellness, and financial goals. Please note that benefits may be discussed in more detail during the hiring process.

• Remote first / work from home culture

• Flexible vacation to help you rest, recharge, and connect with loved ones

• Paid leave benefits

• Health, dental, and vision insurance

• 401k retirement savings plan

• Infertility benefits

• Tuition reimbursement, life insurance, EAP - and more!

It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.

Merative participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees