Support Engineer I

Overview

Support Engineer I provides technical support for Precisely Engage product suite customers, addressing mission-critical issues through investigation, debugging, and clear communication.

What you'll do

• Provide technical support for Precisely Engage via phone, email, and remote connections.
• Document and record customer issues in a case management system (Salesforce).
• Communicate with customers clearly and in line with SLA requirements.
• Investigate, analyze, and solve complex problems across platforms, software systems, and databases.
• Debug issues and recommend solutions, tools, and enhancements.
• Participate in rotational off-hours and weekend shifts for on-call support.
• Create knowledge base documentation for customers and internal teams.

What you'll need

• Bachelor's degree in Information Technology, Computer Science, or a related field (equivalent work experience accepted).
• 2–3 years of experience in technical support, software support, or related engineering roles.
• 2+ years working with SQL/relational databases and scripting or programming languages (e.g., Java, JavaScript).
• Experience with relational databases, including SQL execution, tuning, and configuration.
• Familiarity with debuggers, system utilities, and performance monitoring tools across multiple platforms.
• Experience with case management/CRM systems such as Salesforce.

Details

• Location: India.
• Travel required: None.