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Support Engineer

Precisely US Jobs -
Remote

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Job Details

9 days ago

Qualifications

Software issue identification
Data integrity assurance
Knowledge management
Data Integration (Data management)
Email customer support
Defect resolution root cause analysis
Technical support via phone
Computer Science
Software Engineering
Data validation techniques
Phone communication
Triage
Defect analysis
Mid-level
3 years
Data integrity and documentation
Collaboration with product development teams
Analysis skills
Sentiment analytics
Bachelor's degree
Product management
Data quality monitoring
Mainframe
SaaS platforms
Quality control problem-solving
Customer service knowledge base
Customer issue escalation
Customer support
Remote desktop tools
Root cause analysis

Full Job Description

Application and Interview Impersonation Notice: Impersonating another individual when applying for employment, and/or participating in an interview process to assist another individual in obtaining employment, with Precisely Software Incorporated ("Precisely") is unlawful. If Precisely identifies such fraudulent conduct, then as applicable and to the extent permitted by law, the application will be rejected, an offer (if made) will be rescinded, or the employment will be terminated, and legal action may be taken against the impersonators.

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.

This position is 100% remote anywhere in the US

Overview:

A Support Engineer is responsible for resolving customer technical issues and ensuring successful use of Precisely's coding-focused and data integration products, including CODE-1 Plus, VeriMove, Finalist and Canadian CODE-1 Plus, and selected Data Integrity Suite (DIS SaaS), knowledge of z/OS/JCL, and the IBMi platform is beneficial. Customers rely on our technical expertise to troubleshoot complex, code-driven workflows involving data processing, validation, and integration. Strong problem-solving skills, technical depth, and clear communication are essential.

What you will do:

Provide world-class technical support via phone, email, case management systems, and remote desktop sessions while meeting SLA requirements and documenting work accurately.
Support customers using Code-1, VeriMove, and Finalist, including troubleshooting job logic, configuration issues, file handling, and execution errors.
Diagnose and resolve issues related to data transformation, validation, cleansing, and movement across platforms.
Support Spectrum UAM and related services, including configuration, data processing flows, and integration scenarios.
Assist customers using DIS SaaS / Data Integrity Suite services where coding, automation, or APIs are involved.
Analyze logs, job output, error messages, and customer-provided artifacts to identify root cause and recommend corrective actions.
Determine whether issues originate from product behavior, customer-developed logic, data quality problems, third-party components, or environmental configuration.
Collaborate closely with Engineering and Product Management on escalations, enhancements, and defect investigations.
Create and maintain internal and customer-facing knowledge base documentation.
Continuously develop product knowledge and shareexpertise with the broader support team.
Participate in on-call and after-hourssupport rotations as required.

What we are looking for:

Bachelor's degree in Computer Science, Software Engineering, or a related technical field, or equivalent experience.
3–6+ years of experience in technical customer support or a related technical role.
Experience supporting Code-1, VeriMove, Finalist, or similar data processing and coding-centric products.
Familiarity with Spectrum UAM or Spectrum-based data integration solutions. Experience supporting batch processing, ETL-style workflows, or data pipelines.
Exposure to SaaS platforms and API-based integrations. Experience working in a global or follow-the-sun support model.

AI Skills/Knowledge:

Leverages AI to enhance customer support operations (case summarization, response drafting, knowledge recommendations, sentiment analysis).
Comfortable evaluating and adopting emerging AI tools to improve productivity, decision-making, and cross-team visibility.
Ensures responsible AI usage aligned with data privacy, security, and enterprise governance standards.
Identifies and automates repetitive support and operational workflows using AI tools (e.g., case triage, routing, summarization, reporting) to improve efficiency and reduce manual effort.

Preferred Skills (a plus but not required):

Knowledge of z/OS/JCL, and the IBMi platform is beneficial.

#LI-SR1

The personal data that you provide as a part of this job application will be handled in accordance with relevant laws. For more information about how Precisely handles the personal data of job applicants, please see the Precisely Candidate Privacy Notice

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