Support Engineer

Precisely is the leader in data integrity. We empower businesses to make more confident decisions based on trusted data through a unique combination of software, data enrichment products and strategic services. What does this mean to you? For starters, it means joining a company focused on delivering outstanding innovation and support that helps customers increase revenue, lower costs and reduce risk.

In fact, Precisely powers better decisions for more than 12,000 global organizations, including 95 of the Fortune 100. Precisely’s 2500 employees are unified by four company core values that are central to who we are and how we operate:
Openness, Determination, Individuality, and Collaboration. We are committed to career development for our employees and offer opportunities for growth, learning and building community. With a “work from anywhere” culture, we celebrate diversity in a distributed environment with a presence in 30 countries as well as 20 offices in over 5 continents. Learn more about why it’s an exciting time to join Precisely!

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.

Support Engineers at Precisely drive to solve complex issues and develop unique solutions to make our customers successful. In this role, you will provide technical support for Precisely’s Engage product suite, helping customers who depend on our platform for mission-critical operations. Dedication to customer satisfaction, strong problem-solving skills, technical depth, and clear communication are essential to success in this role.

• Provide world-class technical support via phone, email, and remote connections for Precisely Engage products.
• Effectively document and record customer issues in a case management system (Salesforce).
• Communicate with customers clearly and in line with SLA requirements to uphold customer satisfaction standards.
• Investigate, analyze, and solve complex problems occurring across a wide range of platforms, software systems, and databases.
• Debug issues and provide recommended solutions and tools to address product issues and enhancements.
• Continuously learn new technologies, tools, and systems, and share that knowledge within the team.
• Create comprehensive internal and external Knowledge Base documentation for use by customers and team members.
• Participate in rotational off-hours and weekend shifts for on-call support.
• Use AI-assisted tools to accelerate case triage, root-cause investigation, and documentation, consistent with the AI Skills/Knowledge outlined below.
• Mentor and support the onboarding of newer team members as needed.

• Enter Educational requirements (Equivalent work experience will be accepted in place of the education requirement) Bachelor’s degree in Information Technology, Computer Science, or a related field (equivalent work experience accepted in place of the education requirement).
• Years of experience: 2 - 3 years of experience in a technical support, software support, or related engineering role.
• Years of experience needed with specific skills 2+ years working with SQL/relational databases and scripting or programming languages (e.g., Java, JavaScript).
• Specific technical or software skills required  to enter text.
• Necessary certifications Experience with relational databases, including SQL execution, tuning, and configuration; familiarity…