Support Engineer - Software

Abacus is seeking a customer-focused Support Engineer - Software to provide technical support for enterprise software applications. The role involves diagnosing and resolving customer issues, coordinating with engineering and product teams, and contributing to product quality and customer satisfaction.

Responsibilities:

• Provide Level 2 and Level 3 technical support for enterprise software applications
• Troubleshoot application, database, API, and integration issues using logs, diagnostic tools, and monitoring platforms
• Analyze customer-reported issues, reproduce defects, identify root causes, and recommend solutions or workarounds
• Manage incidents and service requests in accordance with established Service Level Agreements (SLAs)
• Escalate complex software defects to Engineering while providing detailed technical analysis and documentation
• Collaborate with Development, QA, Product Management, and DevOps teams to resolve production issues
• Monitor application health and proactively identify recurring issues or trends
• Document troubleshooting procedures, knowledge base articles, and standard operating procedures
• Support software deployments, upgrades, patches, and release validation activities
• Assist customers with application configuration, user access, integrations, and system functionality
• Participate in on-call support rotation as required
• Contribute to continuous improvement initiatives that enhance product stability, support processes, and customer satisfaction

Requirements:

• Minimum 3 years of experience in a systems administration/ helpdesk role
• 1-2 years of experience in an software development role
• Candidates must be legally authorized to work in the country in which the position is based
• At this time, we are unable to provide employment-based visa sponsorship for this position, now or in the future
• Bachelor's Degree in Computer Science, or a related field preferred, or equivalent experience
• Open to possible weekend work and possible on-call schedule