Support Engineer

Summary

Precisely is a data integrity company that helps organizations make confident decisions through software, data enrichment products, and strategic services. The Support Engineer will provide technical support for coding-focused and data integration products, diagnose complex data processing and integration issues, analyze logs and customer artifacts, and collaborate with Engineering and Product Management on escalations and defect investigations.

Responsibilities

• Provide world-class technical support via phone, email, case management systems, and remote desktop sessions while meeting SLA requirements and documenting work accurately
• Diagnose and resolve issues related to data transformation, validation, cleansing, and movement across platforms
• Support Spectrum UAM and related services, including configuration, data processing flows, and integration scenarios
• Assist customers using DIS SaaS / Data Integrity Suite services where coding, automation, or APIs are involved
• Support customers using Code-1, VeriMove, MapInfo and Finalist, including troubleshooting job logic, configuration issues, file handling, and execution errors
• Analyze logs, job output, error messages, and customer-provided artifacts to identify root cause and recommend corrective actions
• Determine whether issues originate from product behavior, customer-developed logic, data quality problems, third-party components, or environmental configuration
• Collaborate closely with Engineering and Product Management on escalations, enhancements, and defect investigations
• Create and maintain internal and customer-facing knowledge base documentation
• Continuously develop product knowledge and share expertise with the broader support team
• Participate in on-call and after-hours support rotations as required

Skills

• Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks
• Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge
• This position is 100% remote anywhere in the US
• Bachelor's degree in Computer Science, Software Engineering, or a related technical field, or equivalent experience
• 3 – 6+ years of experience in technical customer support or a related technical role
• Experience supporting Code-1, VeriMove, Finalist, or similar data processing and coding-centric products
• Familiarity with Spectrum UAM or Spectrum-based data integration solutions. Experience supporting batch processing, ETL-style workflows, or data pipelines
• Exposure to SaaS platforms and API-based integrations. Experience working in a global or follow-the-sun support model
• Leverages AI to enhance customer support operations (case summarization, response drafting, knowledge recommendations, sentiment analysis)
• Comfortable evaluating and adopting emerging AI tools to improve productivity, decision-making, and cross-team visibility
• Ensures responsible AI usage aligned with data privacy, security, and enterprise governance standards
• Identifies and automates repetitive support and operational workflows using AI tools (e.g., case triage, routing, summarization, reporting) to improve efficiency and reduce manual effort
• Knowledge of z/OS/JCL, and the IBMi platform is beneficial

Qualifications

Must Haves

• Precisely is an AI-first organization. All employees are expected to demonstrate proficiency in applying AI tools to accelerate their work, improve output quality, and eliminate low-value tasks
• Candidates should be comfortable using generative AI tools (e.g., Microsoft Copilot, ChatGPT) in their day-to-day workflows, able to evaluate AI-generated outputs critically, and open to continuously adopting new AI capabilities as they emerge
• This position is 100% remote anywhere in the US
• Bachelor's degree in Computer Science, Software Engineering, or a related technical field, or equivalent experience
• 3 – 6+ years of experience in technical customer support or a related technical role
• Experience supporting Code-1, VeriMove, Finalist, or similar data processing and coding-centric products
• Familiarity with Spectrum UAM or Spectrum-based data integration solutions. Experience supporting batch processing, ETL-style workflows, or data pipelines
• Exposure to SaaS platforms and API-based integrations. Experience working in a global or follow-the-sun support model
• Leverages AI to enhance customer support operations (case summarization, response drafting, knowledge recommendations, sentiment analysis)
• Comfortable evaluating and adopting emerging AI tools to improve productivity, decision-making, and cross-team visibility
• Ensures responsible AI usage aligned with data privacy, security, and enterprise governance standards
• Identifies and automates repetitive support and operational workflows using AI tools (e.g., case triage, routing, summarization, reporting) to improve efficiency and reduce manual effort

Nice to Haves

• Knowledge of z/OS/JCL, and the IBMi platform is beneficial

Benefits

• Committed to career development for our employees
• Opportunities for growth, learning and building community
• "Work from anywhere" culture
• This position is 100% remote anywhere in the US