Support Engineer - Software
What you need
- 2-5 yrs technical support or software engineering experience
- Experience supporting enterprise/SaaS applications
- Strong understanding of client/server architecture, REST APIs, networking
- Proficiency with SQL databases and query writing
- Familiarity with Windows/Linux and ticketing systems (Jira, ServiceNow)
What you'll do
- Provide L2/L3 technical support for enterprise/SaaS applications
- Troubleshoot application, database, API, and integration issues
- Analyze logs, reproduce defects, identify root causes
- Manage incidents per SLAs and escalate to Engineering
- Support deployments, upgrades, and release validation
Job Description
Job Title: Support Engineer – Software
Overview:
We are seeking a Support Engineer – Software to provide technical support for enterprise software applications. The role will troubleshoot application, database, API, and integration issues while working closely with Engineering, Product, DevOps, and Customer Success teams.
Roles & responsibility:
- Provide L2/L3 technical support for enterprise and SaaS applications.
- Troubleshoot application, database, API, integration, and system issues.
- Analyze logs, reproduce defects, identify root causes, and provide solutions or workarounds.
- Manage incidents and service requests according to SLAs.
- Escalate complex issues to Engineering with detailed technical analysis.
- Collaborate with Development, QA, Product, and DevOps teams on production issues.
- Support deployments, upgrades, patches, and release validation.
- Maintain troubleshooting guides, knowledge articles, and technical documentation.
- Monitor application health and identify recurring issues.
- Participate in on-call support as required.
Qualifications
- Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent professional experience.
- 2–5 years of experience in technical support, application support, software engineering, or IT operations.
- Experience supporting enterprise or SaaS applications.
- Strong understanding of client/server architecture, web applications, REST APIs, and networking fundamentals.
- Experience working with SQL databases and writing basic to intermediate SQL queries.
- Familiarity with Windows and Linux operating systems.
- Experience using ticketing systems such as Jira, ServiceNow, Zendesk, or similar platforms.
- Excellent troubleshooting, analytical, and critical thinking skills.
- Strong written and verbal communication skills.
- Ability to prioritize multiple issues in a fast-paced environment while maintaining a high level of customer service.
- Willingness to work in a 24/7 environment
Preferred skills & experience
- Experience with AWS, Azure, or Google Cloud.
- Knowledge of Docker, Kubernetes, CI/CD, and DevOps practices.
- Experience with monitoring tools such as Splunk, Datadog, Grafana, or New Relic.
- Basic scripting knowledge in PowerShell, Bash, or Python.
- Familiarity with authentication protocols such as OAuth, SAML, or LDAP.
- ITIL Foundation certification is a plus
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About Abacus AI
Abacus AI is the world's best AI super assistant and general-purpose agent! Customers use Abacus AI is their AI control center from where they can create, deploy and monitor AI agents. These agents can pretty much do any task from creating documents to automating workflows and complex decisions. We are leaders in agentic research, and our state-of-the-art AI agent, Deep Agent, can create entire software systems including vibe-code SaaS apps from agentic templates. Thousands of AI native busineses have been started on our platform! With over 2 million customers and several F500 Companies, we are automating white-collar work and building the AGI control center of the future
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