Support Engineer - B2B Integration

Company Overview

Precisely is a global leader in data integrity, empowering businesses to make informed decisions with trusted data through a combination of software, data enrichment products, and strategic services. Serving over 12,000 organizations worldwide, including 95 of the Fortune 100, Precisely champions values of Openness, Determination, Individuality, and Collaboration, fostering growth and community in a diverse, remote-friendly culture spread across 30 countries and 20 offices over five continents.

Role Overview

As a Support Engineer focusing on B2B Integration, you will address complex technical challenges, delivering innovative solutions that enable customer success with Precisely’s Data Integration products, such as Precisely Connect and Sterling B2B Integrator. Excellent problem-solving aptitude, technical expertise, and strong communication are essential.

Responsibilities

• Provide exceptional technical support via phone, email, and remote sessions, adhering to SLA standards and maintaining clear communication with stakeholders.
• Swiftly analyze and resolve intricate issues to ensure high customer satisfaction.
• Diagnose problems across various platforms, software systems, and databases, identifying root causes that may stem from products, third-party components, user code, or platform libraries.
• Continuously update your technical knowledge and share insights with the support team.
• Develop detailed knowledge base articles both for internal use and customers.
• Debug software issues and recommend tools or solutions for product improvement.
• Participate in periodic weekend on-call rotations to provide critical support.

Requirements

• Bachelor’s or Master’s degree in Computer Science or related field; equivalent work experience considered.
• 2 to 5 years of experience in customer-facing technical roles such as Technical Support, Application Support, Product Support, or Managed Services.
• Outstanding verbal and written communication skills along with strong interpersonal abilities and analytical problem-solving proficiency.
• Self-driven and resilient in managing challenging problems and meeting tight deadlines.
• Keen willingness to learn new technologies swiftly and adapt to evolving technical environments.
• Practical experience supporting Sterling B2B Integrator, Sterling File Gateway, or Global Mailbox products.
• Expertise in UNIX/Linux operating systems, including AIX, Red Hat EL, Solaris, and HP-UX administration.
• Familiarity with database platforms such as Oracle, Teradata, Microsoft SQL Server, Vertica, DB2, ODBC, and Snowflake.
• Knowledge of cloud services including Azure, Google Cloud Platform (GCP), Amazon EC2, EMR, S3, and RedShift.
• Experience with containerization and virtualization tools like Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, and Solaris Containers.
• Strong understanding of relational database design, tuning, SQL query execution, and configuration.
• Comprehensive grasp of networking concepts including TCP/IP, HTTP/S, S/FTP, SMTP, AS2, and other communication protocols.
• Demonstrated capability in utilizing AI-powered tools such as Claude, GitHub Copilot, and ChatGPT for expediting troubleshooting, research, and documentation.
• Knowledge of AI-assisted log analysis and anomaly detection to rapidly identify root causes.
• Openness to regularly incorporate AI-driven workflows into daily support tasks.

Additional Information - Application and Interview Impersonation

Impersonation during application or interview processes is illegal and will lead to rejection, withdrawal of offers, or termination of employment, in addition to possible legal action.

Data Privacy

Candidate personal information is managed according to applicable laws, with details outlined in Precisely’s Candidate Privacy Notice.