Senior Support Engineer(B2Bi)

Role overview A senior technical support role focused on a B2B integration platform used by large enterprises for partner data exchange. The engineer handles complex troubleshooting across distributed systems, networking, and database stacks while guiding customers toward reliable solutions. The position is fully remote within the United States and involves case management, cross-time-zone coverage, and periodic on-call or late shifts.

Responsibilities - Deliver technical support through phone, remote desktop, and ticketing systems, meeting service-level objectives while keeping stakeholders informed and documentation current. - Investigate and resolve complex issues spanning operating systems, application servers, databases, and third-party libraries, determining whether root cause lies in the product, custom code, or platform components. - Debug product defects, recommend fixes or workarounds, and collaborate with engineering to drive enhancements. - Maintain and expand internal and customer-facing knowledge base articles so recurring issues can be resolved faster. - Learn new tools, protocols, and platform capabilities, then share findings with peers to raise the team's collective expertise. - Participate in on-call rotations and weekend or late shifts to ensure global coverage.

Requirements - Bachelor's or master's degree in computer science or a related field, or equivalent professional experience. - Five or more years of technical support experience delivered by phone, remote desktop, and case management tools. - Hands-on exposure to B2B integration products such as Sterling B2B Integrator or Sterling File Gateway, paired with strong written and verbal communication skills. - Solid grasp of networking protocols including TCP/IP, HTTP/S, S/FTP, SMTP, and AS2, plus strong debugging instincts. - Working knowledge of distributed computing concepts such as clustering, cloud services, and load balancing. - Administration experience with AIX, RHEL, Windows, and OpenShift, and familiarity with Oracle, SQL Server, DB2, and JDBC/ODBC connectivity. - Practical use of container and virtualization platforms like Docker, Kubernetes, or OpenShift. - Comfort applying AI assistants such as Microsoft 365 Copilot to analyze logs, draft troubleshooting queries, and validate generated recommendations.

Nice to have - Deeper database expertise including relational tuning, SQL execution analysis, or NoSQL systems like Cassandra. - Ability to read or write C, C++, Java, or comparable object-oriented code. - Familiarity with messaging middleware such as JMS or IBM MQ, and B2B protocols including SWIFT, Connect:Direct, LDAP, and authenticated FTP variants. - Experience supporting additional partner-engagement or file-gateway offerings within the same product family.