Technical Support Engineer - Innovatum

Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. We are on a mission to acquire, build, and grow great companies worldwide, helping them modernize through shared AI expertise and operational discipline. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world.

Banyan is Great Place to Work Certified, a five-time Inc. 5000 honoree, and a top 10 company on the Deloitte Technology Fast 500. Founded in 2016 and headquartered in Atlanta, Banyan operates more than 100 portfolio companies across North America, the UK, EU, and APAC.

Innovatum is an enterprise software company serving the medical device, pharmaceutical, and life sciences industries. Our customers build everything from orthopedic implants and surgical robots to ventilators and cancer therapies, and they rely on our software to run mission‑critical operations in highly regulated environments. We are a tight‑knit team of about 20 people, and we are a proud part of the Banyan Software family of enterprise software companies.

We are in an exciting phase: continuing to support and evolve our established enterprise platform while preparing to launch a new SaaS product in 2027. This role will play a meaningful part in both.

We are hiring a mid‑level, customer‑facing Technical Support Engineer to support customers operating our enterprise software in production and non‑production environments. You will perform installations and upgrades, troubleshoot issues across Windows servers and virtual machines, and communicate clearly with customers from intake through resolution.

This role is ideal for someone with strong technical fundamentals, an inquisitive problem‑solving mindset, and high attention to detail. SQL skills will be used regularly. Deeper database administration knowledge is a plus but not a barrier to entry.

You will join a small, cross‑functional team where everyone contributes. Average ticket load is roughly 3 to 4 active cases per engineer at any time. After‑hours coverage is rare, supported by a third‑party answering service and a hierarchy call list, with only a handful of after‑hours calls per year.

Location: Atlanta, GA (Hybrid: 3 days in office, 2 days remote)

Employment Type: Full Time

Reports to: Services Manager

Compensation: $75,000 to $100,000 USD annually, depending on experience

Installations and Upgrades (approximately 20 to 25% of the role)

• Perform enterprise software installations, upgrades, and patching in customer environments.
• Validate prerequisites, follow documented procedures, and complete post‑install verification.
• Provide backup coverage for our senior installation resource.

Customer Support and Investigation (approximately 30 to 40% of the role)

• Serve as a primary customer‑facing technical resource for support cases and troubleshooting calls.
• Confirm impact and urgency, ask effective diagnostic questions, and provide timely status updates.
• Explain resolutions in customer‑friendly language.
• Investigate issues using application logs, Windows Event Viewer, services, scheduled tasks, configuration settings, and basic networking checks.

SQL Server Support

• Write and run queries to validate data and identify anomalies (joins, filtering, grouping, aggregations).
• Perform basic DDL and DML as permitted: create or modify tables, insert, update, delete records.
• Review SQL Server Agent jobs, check permissions, and monitor basic database health, with guidance available for less common tasks.

Data Migration Support (growing over time)

• Assist senior team members with customer data migration projects as you become familiar with the system.

Documentation and Collaboration

• Document troubleshooting steps, evidence, and outcomes in tickets.
• Contribute to internal knowledge base articles.
• Collaborate with implementation and engineering teams on escalations with strong technical evidence and clear reproduction steps.

• 3 to 6 years of experience in enterprise software support, technical support engineering,…