Application Support Engineer
About The Position
Banyan Software is seeking a mid-level, customer-facing Application Support Engineer to join their team at Innovatum, an enterprise software company serving the medical device, pharmaceutical, and life sciences industries. This role involves supporting enterprise customers using the company's software in production and non-production environments. The engineer will be the primary technical contact for customers experiencing issues, owning problems from intake to resolution. Responsibilities include performing software installations and upgrades, troubleshooting issues on Windows servers and virtual machines, and working with SQL databases to resolve data-related problems. The role requires strong technical fundamentals, a structured problem-solving approach, and comfort interacting directly with enterprise customers, even in high-urgency situations. The position is part of a small, cross-functional team with an average ticket load of 3-4 cases per engineer. After-hours coverage is rare and supported by a third-party service. Location: Atlanta, GA (Hybrid: 3 days in office, 2 days remote) Employment Type: Full Time Reports to: Services Manager
Requirements
- 3 to 6 years of experience in enterprise software support, technical support engineering, application support, or a similar customer-facing technical role.
- Demonstrable comfort working directly with enterprise customers: leading calls, managing expectations, and communicating clearly under pressure.
- Solid SQL query skills: comfortable writing SELECT statements with JOINs, filtering, grouping, and aggregations.
- Strong troubleshooting ability in Windows server environments, including log analysis and Windows Event Viewer.
- Ability to access and investigate customer environments via remote tools and VM access.
- Strong written and verbal communication skills, including the ability to explain technical issues to non-technical stakeholders.
- Demonstrated ability to solve ambiguous problems using a structured approach and sound judgment.
- High attention to detail; willingness to read log files line by line when needed.
- Self-motivated with a desire to learn new software, environments, and support processes.
- Willingness to ask for help and communicate proactively when stuck.
- Experience performing enterprise software installations and upgrades, including prerequisites validation and post-install verification.
- Familiarity with SQL Server DDL and DML: creating or modifying tables, writing inserts, updates, and deletes.
- Exposure to SQL Server operational concepts: Agent jobs, user permissions and roles, backup and restore coordination.
- Ability to write intermediate SQL: CTEs, subqueries, or aggregations used to investigate data anomalies.
- Experience with ticketing systems (Freshdesk or similar) and remote support tools.
Nice To Haves
- Experience in life sciences, medical device, pharma, or other regulated manufacturing environments.
- Experience troubleshooting printing systems: print servers, drivers, queues, and network printers.
- Familiarity with SQL Server high availability concepts: merge replication or Always On Availability Groups (basic architecture, monitoring, common issues).
- Exposure to Microsoft Azure: supporting Windows and SQL workloads, basic VM management, networking, and storage.
- SQL and database development experience: writing or troubleshooting stored procedures, triggers, or functions.
- PowerShell scripting experience.
Responsibilities
- Serve as the primary customer-facing technical resource for support cases and troubleshooting calls with enterprise B2B customers.
- Confirm impact and urgency, ask effective diagnostic questions, and provide timely, clear status updates throughout the case lifecycle.
- Communicate resolutions in plain language; manage customer expectations professionally, including during production-down or high-urgency scenarios.
- Be prepared to join calls with large enterprise customer teams (up to 15 or more participants) and represent Innovatum credibly under pressure.
- Investigate issues using application logs, Windows Event Viewer, services, scheduled tasks, configuration settings, and basic networking checks.
- Perform enterprise software installations, upgrades, and patching in customer environments following documented procedures.
- Validate prerequisites, execute checklists accurately, and complete post-install verification.
- Provide backup coverage for our senior installation resource.
- Write and run queries to validate data and identify anomalies: joins, filtering, grouping, aggregations.
- Perform basic DDL and DML as permitted: create or modify tables, insert, update, and delete records.
- Review SQL Server Agent jobs, check permissions, and monitor basic database health, with guidance available for less common tasks.
- Assist senior team members with customer data migration projects as you become familiar with the system.
- Document troubleshooting steps, evidence, and outcomes in tickets.
- Contribute to internal knowledge base articles.
- Collaborate with implementation and engineering teams on escalations, providing strong technical evidence and clear reproduction steps.
Benefits
- Hybrid work model with 2 work-from-home days per week.
- Competitive benefits package.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
