Support Engineer

Overview

Support Engineers solve complex issues and develop solutions to help customers succeed with Precisely Data Integration investments, including Precisely Connect products and Sterling B2B Integrator.

What you'll do

• Provide 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 across platforms, software systems, and databases.
• Determine whether issues originate in 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 customers and team members.
• Debug and provide recommended solutions and tools for product issues and enhancements.
• Participate in periodic weekend on-call support shifts.

What you'll need

• Bachelor’s or Master’s degree in Computer Science or a related field, or equivalent work experience in place of the education requirement.
• A strong desire to learn new technology and the ability to understand new concepts quickly.
• Up to 1 year of work experience in technical support, services, or engineering.
• Knowledge of UNIX/Linux commands and administration, including AIX, Red Hat EL, Solaris, and HP-UX.
• Understanding of database management systems, including relational database design principles, SQL queries, commands, and configuration, including Oracle, Microsoft SQL Server, and DB2.
• Ability to understand and write SQL queries.
• Understanding of networking design principles, including TCP, IP, HTTP/S, S/FTP, SMTP, AS2, and other data communication protocols.
• Understanding of cloud services, including Azure, GCP, EC2, and S3.
• Basic knowledge of container and virtualization technologies, including Docker, Kubernetes, and OpenShift.
• Experience with any programming language.
• Excellent oral and written communication, strong interpersonal and customer relations skills, and exceptional analytical and troubleshooting skills.
• Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
• Demonstrated ability to leverage AI-powered tools such as Claude, GitHub Copilot, and ChatGPT to accelerate troubleshooting code, research, or documentation.
• Familiarity with AI-assisted analysis or tools to speed root-cause identification.
• Openness to adopting AI-driven workflows as part of daily support operations.

Nice to have

• Prior knowledge of Sterling B2B Integrator, Sterling File Gateway, or Global Mailbox.

Details

• Location: Bengaluru, India.
• This position supports global customers and requires rotational shifts, including night shifts.
• Periodic weekend on-call support shifts are required.