Support Engineer - B2B Integration

Overview:

Precisely Support Engineers drive to solve complex issues and develop unique solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our technical support group to help drive the success of their Precisely Data Integration investments, including Precisely Connect products and Sterling B2B Integrator. Strong problem-solving skills, technical depth, communication, and the ability to develop creative solutions are a must.

What you will do:

• Provide world class technical support over the phone, email, and remote desktop connections, including meeting SLA requirements, updating stakeholders in a timely manner, and documenting and recording critical information.
• Address and resolve issues quickly and effectively to ensure customer satisfaction.
• Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
• Understand the complexities of enterprise systems and determine if the cause of an issue is within the product, third-party libraries, user-developed code or jobs, or platform libraries.
• Continuously learn new technology, tools, and systems, and share that knowledge within the team.
• Create comprehensive internal and external Knowledge Base documentation for use by both customers and team members.
• Debug and provide recommended solutions and tools to address product issues and enhancements.
• Participate in periodic weekend on-call support shifts.

What we are looking for:

• Education: Bachelor's or Master's degree in Computer Science or related field (equivalent work experience will be accepted in place of the education requirement).
• 2-5 years of experience in Technical Support, Application Support, Product Support, Managed Services or a related customer-facing technical role.
• Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting skills.
• Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
• A strong desire to learn new technology and the ability to understand new concepts quickly.
• Experience supporting Sterling B2B Integrator/Sterling File Gateway/Global Mailbox.
• UNIX/Linux (AIX, Red Hat EL, Solaris, HP-UX) knowledge and administration.
• Database systems: Oracle, Teradata, Microsoft SQL Server, Vertica, DB2, ODBC, Snowflake.
• Cloud Services: Azure, GCP, EC2, EMR, S3, RedShift.
• Container and virtualization technologies: Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, Solaris Containers.
• Understanding of database management systems including relational database design principles, tuning, SQL execution, and configuration.
• Understanding of networking design principles, including TCP, IP, HTTP/S, S/FTP, SMTP, AS2, and other data communication protocols.
• Experience supporting Sterling B2B Integrator / Sterling File Gateway.
• UNIX/Linux (AIX, Red Hat EL, Solaris, HP-UX) knowledge and administration.
• Cloud Services: Azure, GCP, EC2, EMR, S3, RedShift.
• Container and virtualization technologies: Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, Solaris Containers.

AI Skills/Knowledge:

• Ability to leverage AI-powered tools (e.g., Claude, GitHub Copilot, ChatGPT) to accelerate troubleshooting, research, and documentation.
• Familiarity with AI-assisted log analysis and anomaly detection to speed root-cause identification.
• Openness to adopting AI-driven workflows as part of daily support operations.

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