Solution Support Engineer

The Solution Support Engineer is responsible for supporting, maintaining, and improving software solutions implemented by the Business Process Automation team. The position serves as the primary technical resource for diagnosing and resolving incidents, service requests, configuration issues, access problems, workflow failures, integration errors, and other operational concerns affecting supported customer solutions.

Working within established support processes and service-level expectations, the Solution Support Engineer will triage requests, investigate root causes, restore normal system operation, document resolutions, and communicate progress to customer stakeholders. The position will also perform approved configuration changes, minor enhancements, structured testing, and ongoing system administration within the supported product portfolio.

When a request requires material redesign, new development, significant architectural change, or project-level effort, the Solution Support Engineer will document the findings and collaborate with the Software Solution Engineer, Engineering Manager, and project team to transition the work through the appropriate project or enhancement process.

The successful candidate will combine technical troubleshooting ability with strong documentation, customer communication, prioritization, and follow-through. This person should be comfortable supporting solutions across multiple customers and industries while identifying recurring issues and opportunities to improve solution reliability, supportability, and customer adoption.

• Monitor, prioritize, and manage incoming support requests, incidents, service tickets, and enhancement requests in accordance with department SLAs and support processes.
• Serve as the primary technical resource for diagnosing and resolving issues related to applications, workflows, integrations, forms, reports, permissions, data, and system configurations.
• Communicate effectively with customer stakeholders by providing status updates, technical guidance, resolution details, and ongoing support throughout the ticket lifecycle.
• Remotely access and support customer environments to investigate issues, perform system administration, and restore normal solution operation.
• Perform root cause analysis by reviewing logs, configurations, workflows, integrations, and supporting technical data to identify and resolve recurring issues.
• Execute approved configuration changes, maintenance activities, and minor enhancements to existing solutions while ensuring solution stability and performance.
• Perform structured testing and validation of changes to confirm functionality, accuracy, and successful issue resolution prior to deployment.
• Create and maintain accurate technical documentation, support procedures, knowledge base articles, configuration records, and solution change history.
• Collaborate with Software Solution Engineers, Project Managers, and Engineering leadership to transition requests that require significant development, redesign, or project-level effort.
• Participate in solution handoff and support-readiness reviews for newly implemented systems, ensuring appropriate documentation, knowledge transfer, and operational support requirements are met.
• Leverage vendor support channels and escalation processes to resolve platform defects, software bugs, and complex technical issues.
• Identify opportunities to improve solution reliability, user adoption, supportability, and operational efficiency through proactive recommendations and continuous improvement initiatives.
• Provide ongoing end user and administrator training, mentoring, and technical guidance for supported solutions and platforms.
• Maintain technical certifications,…