Support Engineer - Software
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 1d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 30d ago
The date the source published, not the day we noticed it (2026-10-02). Last seen at its source just now.
We have tracked this listing since 24 Oct 2026 (8 days). The employer's own board has carried it every time we have read it, most recently just now.
Is it remote?
Remote in US
That is the location the employer filed this posting under. Quoted as written — we do not re-word the source's own location.
Who may apply?
United States
The description states no restriction of its own. This is the source's own tag.
Pay not stated
Similar roles pay $155k–225k/yr
Middle 50% of 5307 listings that do state pay — Engineering · all levels · United States · USD/year. This employer has published no salary; this is what comparable listings we hold disclose, never converted between currencies or periods. How this is calculated.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
-
Greenhouse employer's own board first seen 8d ago · last seen just now
The listing
Position Summary
We are seeking a customer-focused and technically skilled Support Engineer - Software to join our Software team. In this role, you will serve as the primary technical contact for customers and internal stakeholders, diagnosing, troubleshooting, and resolving software application issues while delivering an exceptional support experience. The ideal candidate has strong analytical and problem-solving skills, enjoys investigating complex technical issues, and collaborates effectively with Engineering, Product Management, and Customer Success teams to ensure timely resolution of customer incidents.
This position is ideal for someone who enjoys blending technical expertise with customer engagement and wants to contribute to product quality and customer satisfaction.
Key Responsibilities
- Provide Level 2 and Level 3 technical support for enterprise software applications.
- Troubleshoot application, database, API, and integration issues using logs, diagnostic tools, and monitoring platforms.
- Analyze customer-reported issues, reproduce defects, identify root causes, and recommend solutions or workarounds.
- Manage incidents and service requests in accordance with established Service Level Agreements (SLAs).
- Escalate complex software defects to Engineering while providing detailed technical analysis and documentation.
- Collaborate with Development, QA, Product Management, and DevOps teams to resolve production issues.
- Monitor application health and proactively identify recurring issues or trends.
- Document troubleshooting procedures, knowledge base articles, and standard operating procedures.
- Support software deployments, upgrades, patches, and release validation activities.
- Assist customers with application configuration, user access, integrations, and system functionality.
- Participate in on-call support rotation as required.
- Contribute to continuous improvement initiatives that enhance product stability, support processes, and customer satisfaction.
Qualifications:
- Bachelor’s Degree in Computer Science, or a related field preferred, or equivalent experience
- Minimum 3 years of experience in a systems administration/ helpdesk role
- 1-2 years of experience in an software development role
- Open to possible weekend work and possible on-call schedule
The Benefits of Working for Abacus:
- Exposure to a diverse array of technologies
- Part of a team of experienced technicians that aim to deliver exceptional service
- Competitive compensation
- Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
- Opportunities to further technical education through online courses
- Positive, friendly, supportive office environment
- Workplace perks such as healthy snacks, wellness program, and fun events