Customer Support Engineer; Computer Science Background

Overview

Customer Support Engineer – Falls Church, VA (on-site in office, with partial telework flexibility). Full-Time | Permanent.

Are you a fast learner who thrives in a collaborative environment and loves helping others with technology? Biz Flow is seeking a proactive and technically skilled Customer Support Engineer to provide hands-on support for our platform-based applications. This role focuses on troubleshooting, technical analysis, and resolving customer issues in alignment with ITIL best practices. The ideal candidate is a fast learner who thrives in collaborative environments, enjoys problem-solving, and is comfortable working across servers, applications, and mixed-architecture environments.

The CS Engineer will coordinate closely with our R&D Product, Solutions, and Professional Services teams to resolve issues quickly and accurately, while providing polished and professional communication to customers at every step.

• Manage the full ticket lifecycle (intake → triage → resolution → closure) in alignment with ITIL-based support processes, ensuring timely and accurate resolutions.
• Troubleshoot issues across on‑premise platform applications, server environments, integrations, and legacy systems—performing detailed diagnostics, log analysis, and root‑cause investigations across application, middleware, and server layers.
• Work hands-on with Windows and Linux servers, reviewing services, configurations, logs, and performance metrics to identify and resolve system-level issues.
• Support web technologies, REST APIs, SQL queries, and system configurations to analyze failures, validate behaviors, and assist with environment-specific troubleshooting.
• Collaborate with R&D Product, Solutions, and Professional Services teams to reproduce defects, validate product behaviors, support deployments/upgrades, and assist with customer-specific configurations.
• Prepare clear, professional customer-facing communications—including status updates, technical explanations, and incident summaries—tailored for technical and non-technical audiences.
• Maintain internal technical resources such as runbooks, troubleshooting guides, and knowledge base articles to ensure accurate and up-to-date documentation.
• Enhance and streamline support workflows using low-code/no-code capabilities within Biz Flow M—building automations, routing logic, and templates to improve support efficiency.
• Monitor system health metrics to identify patterns, recurring issues, and risks, contributing to continuous improvement efforts across tools, processes, and support practices.
• Provide status updates, incident reports, and executive briefings that translate technical details into clear business language.
• Champion low‑code/no‑code support, using Biz Flow M to streamline support workflows (automations, routing, templates) and reduce time‑to‑resolution.
• Maintain knowledge assets: playbooks, runbooks, FAQs, and internal KB articles; ensure versioning aligns with product releases.
• Monitor system & service health: track patterns, escalate risks, and coordinate mitigations ahead of customer impact.
• Drive continuous improvement: post‑incident reviews, root‑cause analysis, and process updates across tools and workflows.

• Education:
  
  Bachelor’s degree in Computer Science, Software Engineering, or a related technical discipline.
• 2+ years in customer support, technical support, or client enablement for enterprise software.
• Familiarity with ITIL framework and structured support processes.
• Experience supporting on-premise applications, including server-level troubleshooting.
• Demonstrated excellence in polished, professional customer communications—written and verbal—tailored for both technical and executive audiences.
• Experience with modern ticketing systems (e.g., Zendesk).
• Working knowledge of web technologies (HTML/CSS/JavaScript, REST APIs) and SQL for basic troubleshooting.
• Proven ability to collaborate across R&D/Product, Solutions, and Professional Services teams to resolve complex customer issues.
• Strong troubleshooting, analytical, and diagnostic skills to investigate, analyze, and resolve technical issues efficiently.
• Demonstrated…