Support Engineer - Software

Summary

Abacus is seeking a customer-focused Support Engineer - Software to serve as the primary technical contact for customers and internal stakeholders. The role provides Level 2 and Level 3 support, troubleshoots application and integration issues, manages incidents, collaborates with technical teams, and contributes to product stability 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

Skills

• Minimum 3 years of experience in a systems administration/ helpdesk role
• 1-2 years of experience in an software development role
• Bachelor's Degree in Computer Science, or a related field preferred, or equivalent experience

Qualifications

Must Haves

• Minimum 3 years of experience in a systems administration/ helpdesk role
• 1-2 years of experience in an software development role

Nice to Haves

• Bachelor's Degree in Computer Science, or a related field preferred, or equivalent experience

Benefits

• Remote in US
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Opportunities to further technical education through online courses
• Exposure to a diverse array of technologies
• Positive, friendly, supportive office environment
• Workplace perks such as healthy snacks, wellness program, and fun events