Support Engineer - B2B Integration

About Precisely

Precisely specializes in data integrity solutions, enabling organizations to make informed decisions by combining software, data enrichment, and strategic services. Serving over 12,000 organizations globally, including 95 of the Fortune 100, Precisely fosters a culture centered on openness, determination, individuality, and collaboration. We have a "work from anywhere" environment with employees across 30 countries and 20 offices worldwide. Our organization embraces AI-first principles, expecting employees to proficiently use AI tools such as Microsoft Copilot and ChatGPT to enhance productivity and eliminate low-value tasks.

Role Overview

The role of Support Engineer at Precisely involves resolving complex technical issues to ensure customers successfully leverage our Data Integration products, including Precisely Connect and Sterling B2B Integrator. This position requires technical acumen, strong problem-solving capabilities, excellent communication skills, and creativity in developing solutions.

Key Responsibilities

• Deliver exceptional technical assistance via phone, email, and remote desktop, adhering to service level agreements and maintaining clear communication with stakeholders.
• Rapidly diagnose and resolve complex issues to enhance customer satisfaction.
• Conduct detailed investigations and troubleshoot problems spanning various platforms, software systems, and databases.
• Analyze enterprise system complexities to identify root causes, whether in product components, third-party libraries, user scripts, or platform dependencies.
• Commit to ongoing learning of new technologies and share insights within the support team.
• Develop and maintain thorough internal and customer-facing documentation and knowledge base articles.
• Debug issues and propose solutions and tools to improve product performance and functionality.
• Participate in scheduled weekend on-call support rotations.

Candidate Requirements

• Bachelor’s or Master’s degree in Computer Science or a related discipline, or equivalent practical experience.
• Between 2 to 5 years in roles such as Technical Support, Application Support, Product Support, or Managed Services involving direct customer interaction.
• Strong verbal and written communication skills coupled with excellent interpersonal capabilities and analytical problem-solving expertise.
• Self-driven with enthusiasm for resolving challenging issues under tight deadlines.
• Eagerness and ability to learn new technologies promptly.
• Hands-on experience with Sterling B2B Integrator, Sterling File Gateway, and Global Mailbox support.
• Proficiency with UNIX/Linux systems administration, including AIX, Red Hat EL, Solaris, and HP-UX.
• Familiarity with database systems such as Oracle, Teradata, Microsoft SQL Server, Vertica, DB2, ODBC, and Snowflake.
• Experience with cloud platforms including Azure, Google Cloud Platform, EC2, EMR, S3, and RedShift.
• Knowledge of containerization and virtualization tools like Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, and Solaris Containers.
• Solid understanding of relational database management, SQL tuning, and system configuration.
• Comprehension of networking protocols including TCP, IP, HTTP/S, S/FTP, SMTP, and AS2.
• Familiarity with AI-assisted tools for troubleshooting, documentation, and log analysis to enhance support efficiency.

Additional Information

Impersonation during the application or interview process is strictly prohibited and may lead to application rejection, rescinded offers, or termination, along with possible legal action.

Precisely is committed to handling applicant personal data according to applicable laws and provides transparency about data processing practices.