Support Engineer

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:

This role specialises 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 prioritise 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 organisation.

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.

What we are looking for:

• 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