Senior Support Engineer

Senior Support Engineer Full-Time - MN Overview

Genus Technologies is seeking a highly motivated and experienced Senior Support Engineer to provide advanced support for our intelligent automation portfolio, including Tungsten Automation’s Total Agility, Capture, RPA, and Analytics, alongside Genus-developed software and other document processing partner solutions.

The ideal candidate is a results-oriented problem solver who possesses strong analytical and critical thinking skills. They should be comfortable taking full ownership of complex issues, guiding them through to resolution with a sense of urgency, while remaining calm under pressure. We are looking for someone who can work independently. They are not waiting for guidance on everything and acts as a self-starter, balancing technical execution with excellent customer communication at all levels.

They also have a desire to mentor junior team members.

• Advanced Troubleshooting & Issue Resolution:
  • Takefull ownership of escalated customer issues across phone, web, and email, driving them to resolution with a focus on meeting SLAs and maintaining high customer satisfaction.
  • Diagnose and resolve intricate problems related to application configuration, workflow behavior, integrations via APIs, and platform performance.
  • Configure test systems to replicate high-complexity customer issues and validate fixes before deployment.
• Escalation, Technical Mentorship, and Knowledge Sharing:
  • Serveas a reliable escalation point for your Associate and Junior Engineer teammates.
  • Provide advanced guidance and technical coaching.
  • Contribute to knowledge base materials, internal tooling, troubleshooting guides, and process improvements.
• Communication & Cross-Team
  
  Collaboration:
  • Communicate complex technical issues clearly to diverse technical and non-technical customer audiences.
  • As necessary, be a liaison to Product Management, Engineering, QA, Consulting Services, and other internal stakeholders.
  • Participate in product review loops to support continuous improvement and influence future enhancements

• Must be a U.S. citizen.
• Eligible for moderate-risk or high-risk Public Trust clearance.
• Bachelors degree in Computer Science, Information Systems, or a related field; or equivalent technical experience.
• Minimum of 3 years of experience supporting complex enterprise software systems.
• Technical:
  • Strong proficiency in Microsoft SQL Server (queries, performance tuning, and DBA concepts).
  • Solid understanding of Windows Server and network troubleshooting in enterprise environments.
  • Basic understanding of software development and APIs, and some exposure to common coding, scripting, web technologies (i.e., .NET, Java script).
• Domain Expertise: Solid experience with one of the following:
  Capture and Intelligent Document Processing technologies, Business Process Automation, Content Management, Workflow Automation.

• Hands-on experience with the Tungsten Total Agility platform and solution, along with related components.
• Confidence &
  
  Competency:
  
  While you are not expected to be an expert in everything, you should be considered an advanced resource and be comfortable in your current capabilities.
• Critical Thinking:
  You must be thoughtful and careful in your reasoning and responses, possessing the ability to intelligently communicate and listen to both technical and non-technical customers.
• Motivation, Accountability & Self-Direction:
  Your co-workers will expect a lot from you; we need a highly motivated professional, with a positive attitude, who can work effectively both independently and as part of a team, and be comfortable working under pressure with critical, time-sensitive issues, without needing direct daily supervision.
• Core Values:
  You are aligned with all the Genus Core Values and, for this role in particular, you possess a desire to always do the right thing for the customer.

• Genus Technologies is in downtown Minneapolis, MN. This role is in-office on Tuesdays, Wednesdays, and Thursdays with the option to work remotely on Mondays and Fridays.

$110,000 - $140,000 is our estimated range for this role. Experience with role qualifications, education, alignment to Genus values and competencies, market and geographic location, and other factors are assessed when making final compensation decisions. There are also other potential variable compensation options that would be considered. In addition to base salary, we offer competitive total rewards that include health benefits, retirement plan options, life insurance, professional development, and more.

Please attach your resume and fill out the form below. We will review your submission and get back to you as soon as possible.