Support Engineer

Role overview Deliver high-quality technical support for a portfolio of coding-focused data quality, enrichment, and location intelligence products used by enterprise customers. The role centers on diagnosing complex issues in data transformation and integration workflows, partnering with engineering and product on escalations, and shaping support practices with modern AI tooling.

Responsibilities - Provide technical support through phone, email, case management systems, and remote desktop sessions, meeting SLA targets and documenting work accurately. - Diagnose and resolve issues related to data transformation, validation, cleansing, and movement across platforms. - Support configuration, processing flows, and integration scenarios for data integration and identity resolution services. - Troubleshoot job logic, configuration, file handling, and execution errors in batch-oriented data processing products. - Analyze logs, job output, and error artifacts to identify root cause and recommend corrective actions. - Collaborate with engineering and product management on escalations, enhancements, and defect investigations. - Contribute to internal and customer-facing knowledge base articles and share expertise across the support team. - Participate in on-call and after-hours rotation schedules as required.

Requirements - Bachelor's degree in Computer Science, Software Engineering, or a related technical field, or equivalent practical experience. - Three to six or more years of experience in technical customer support or a related technical role. - Hands-on experience with coding-centric data processing and integration products. - Familiarity with batch processing, ETL-style workflows, or data pipelines, plus exposure to SaaS platforms and API-based integrations. - Comfort using AI tools for case summarization, response drafting, triage, routing, and operational reporting, with awareness of data privacy, security, and governance standards. - Ability to participate in on-call and after-hours rotations.

Nice to have - Working knowledge of z/OS, JCL, and the IBM i platform. - Experience operating within a global or follow-the-sun support model.