Support Engineer - B2B Integration

At Precisely, we're not just building software - we're shaping the future of data integrity. As a global leader in data quality, data enrichment, and location intelligence, Precisely helps thousands of the world's most trusted brands make confident decisions with data they can rely on. We're an AI-first organization, which means artificial intelligence isn't a buzzword here - it's woven into how we build products, how we work, and how we think about solving complex problems for our customers. When you join Precisely, you join a team of curious, driven innovators who believe that better data makes the world run better. If you're ready to do meaningful work at the intersection of AI and data - and help define what's possible - we'd love for you to apply!

Overview:

Precisely Support Engineers drive to solve complex issues and develop unique solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our technical support group to help drive the success of their Precisely Data Integration investments, including Precisely Connect products. Strong problem-solving skills, technical depth, communication, and the ability to develop creative solutions are a must.

What you will do:

• Provide world class technical support over the phone, email, and remote desktop connections, including meeting SLA requirements, updating stakeholders in a timely manner, and documenting and recording critical information.
• Address and resolve issues quickly and effectively to ensure customer satisfaction.
• Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
• Understand the complexities of enterprise systems and determine if the cause of an issue is within the product, third-party libraries, user-developed code or jobs, or platform libraries.
• Continuously learn new technology, tools, and systems, and share that knowledge within the team.
• Create comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
• Debug and provide recommended solutions and tools to address product issues and enhancements.
• Participate in periodic weekend on-call support shifts.

What we are looking for:

• Education: Bachelor's or Master's degree in Computer Science or related field (equivalent work experience will be accepted in place of the education requirement).
• 1+ years of experience in Technical Support, Application Support, Product Support, Managed Services, or a related customer-facing technical role.
• Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting skills.
• Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
• A strong desire to learn new technology and the ability to understand new concepts quickly.
• Comfort working in UNIX/Linux environments (e.g., AIX, Red Hat EL, Solaris, HP-UX), including basic administration.
• Understanding of networking design principles, including TCP, IP, HTTP/S, S/FTP, SMTP, AS2, and other data communication protocols.

Preferred Skills:

• Database systems: Oracle, Teradata, Microsoft SQL Server, Vertica, DB2, ODBC, Snowflake, including relational database design principles, tuning, SQL execution, and configuration.
• Cloud services: Azure, GCP, EC2, EMR, S3, RedShift.
• Container and virtualization technologies: Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, Solaris Containers.
• Experience supporting data integration, managed file transfer, or B2B/EDI platforms (e.g., Sterling B2B Integrator/Sterling File Gateway/Global Mailbox) is welcome but not required.

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