Support Engineer

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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.
• 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.
• Support customers using Code-1, VeriMove, MapInfo and Finalist, including troubleshooting job logic, configuration issues, file handling, and execution errors.
• 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 share expertise with the broader support team.
• Participate in on-call and after-hours support 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.
• 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
• Knowledge of z/OS/JCL, and the IBMi platform is beneficial.

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