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Support Engineer – Software
Abacus Group. Provide Level 2 and Level 3 technical support for enterprise software applications .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Level 2 and Level 3 technical support for enterprise software applications, with a strong focus on troubleshooting, incident management, and collaboration across cross-functional teams to enhance product stability and customer satisfaction.
Highest-signal resume keywords
Technical SupportTroubleshootingIncident ManagementSoftware DeploymentCustomer Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Application TroubleshootingDatabase ManagementAPI IntegrationDiagnostic ToolsMonitoring PlatformsRoot Cause AnalysisService Level AgreementsSoftware DevelopmentKnowledge Base DocumentationUser Access Configuration
Soft Skills
CollaborationProblem SolvingCommunicationCustomer ServiceContinuous Improvement
Certifications & Qualifications
Bachelor’s Degree in Computer Science
Industry Keywords
Enterprise SoftwareService RequestsOn-Call SupportProduction IssuesSupport Processes
About the role
Key responsibilities & impact- 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 according to established Service Level Agreements (SLAs)
- Escalate complex software defects to Engineering with 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
What you’ll need- Bachelor’s Degree in Computer Science, or a related field preferred, or equivalent experience
- Minimum 3 years of experience in a systems administration/helpdesk role
- 1–2 years of experience in a software development role
- Open to possible weekend work and possible on-call schedule
Benefits
Comp & perks- Exposure to a diverse array of technologies
- Part of a team of experienced technicians that aim to deliver exceptional service
- Competitive compensation
- Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
- Opportunities to further technical education through online courses
- Positive, friendly, supportive office environment
- Workplace perks such as healthy snacks, wellness program, and fun events