Support Engineer

At Precisely, we're not just building software — we're shaping the future of data integrity. As a global leader in data quality, data enrichment, and location intelligence, Precisely helps thousands of the world's most trusted brands make confident decisions with data they can rely on. We're an AI-first organization, which means artificial intelligence isn't a buzzword here — it's woven into how we build products, how we work, and how we think about solving complex problems for our customers. When you join Precisely, you join a team of curious, driven innovators who believe that better data makes the world run better. If you're ready to do meaningful work at the intersection of AI and data — and help define what's possible — we'd love for you to apply!

Overview:

Support Engineers at Precisely drive to solve complex issues and develop unique solutions to make our customers successful. In this role, you will provide technical support for Precisely's Engage product suite, helping customers who depend on our platform for mission-critical operations. Dedication to customer satisfaction, strong problem-solving skills, technical depth, and clear communication are essential to success in this role.

What you will do:

• Provide world-class technical support via phone, email, and remote connections for Precisely Engage products.
• Effectively document and record customer issues in a case management system (Salesforce).
• Communicate with customers clearly and in line with SLA requirements to uphold customer satisfaction standards.
• Investigate, analyze, and solve complex problems occurring across a wide range of platforms, software systems, and databases.
• Debug issues and provide recommended solutions and tools to address product issues and enhancements.
• Continuously learn new technologies, tools, and systems, and share that knowledge within the team.
• Create comprehensive internal and external Knowledge Base documentation for use by customers and team members.
• Participate in rotational off-hours and weekend shifts for on-call support.
• Use AI-assisted tools to accelerate case triage, root-cause investigation, and documentation, consistent with the AI Skills/Knowledge outlined below.
• Mentor and support the onboarding of newer team members as needed.

What we are looking for:

• Enter Educational requirements (Equivalent work experience will be accepted in place of the education requirement) Bachelor's degree in Information Technology, Computer Science, or a related field (equivalent work experience accepted in place of the education requirement).