Customer Support Engineer

Engageware•Burlington, MA

About The Position

As a Customer Support Engineer, you will serve as a key technical resource for Engageware customers, delivering timely, expert support that drives product adoption, satisfaction, and retention. This role blends technical problem-solving with proactive customer success activities — you will respond to customer inquiries via internet-based systems and email, while working closely with our Operations and Engineering teams to investigate and resolve complex issues. You are passionate about diagnosing technical challenges, translating them into clear solutions, and ensuring every customer's expectations are set and met in a timely manner. After-hours support for critical issues may be required.

Requirements

Strong troubleshooting skills with experience diagnosing issues in SaaS platforms, REST APIs, web applications, and integrations
Proficiency with support and CRM tools such as JIRA and Salesforce is a plus.
Excellent written and verbal communication skills — able to translate complex technical findings into user-friendly explanations for both technical and non-technical audiences via email, chat, and phone
Strong ability to work under pressure while managing multiple open cases simultaneously and setting clear customer expectations
Broad product knowledge with a commitment to staying current with industry trends and platform updates
1-3 years of experience in IT, helpdesk, or technical support environments; familiarity with B2B SaaS subscription models is valued
Experience working with financial services or enterprise software customers is a strong plus
Collaborative team player with a customer-first mindset, empathy, and a drive for continuous improvement
Bachelor's degree in Computer Science, Computer Programming, Software Engineering, or a related field; or equivalent practical experience
Prior experience in an IT setting or as a support or systems analyst preferred
Strong web application experience and familiarity with scripting in XML and SQL
Technical proficiency with APIs, software configuration, and enterprise integrations
Experience with ticketing and knowledge management systems (e.g., SalesForce, Jira)
Familiarity with authentication protocols (SSO, OAuth) is a plus
Availability for after-hours support for critical customer issues.

Nice To Haves

proficiency with XML and SQL scripting is a plus
Proficiency with support and CRM tools such as JIRA and Salesforce is a plus.
Experience working with financial services or enterprise software customers is a strong plus
Familiarity with authentication protocols (SSO, OAuth) is a plus

Responsibilities

Respond to customer inquiries about technical problems through internet-based ticketing systems, telephone calls, and email, ensuring timely and professional resolution
Troubleshoot and resolve software issues including login/password problems, application navigation, API and integration failures, and platform configuration errors using debugging tools, simulations, and scripts
Document all customer calls, needs, problems, interventions, and interactions in the CRM — keeping clients informed as changes occur and maintaining meticulous records throughout the lifecycle of each issue
Manage support queues via tools such as Zendesk or JIRA, escalating complex bugs and technical defects to Engineering with clear reproduction steps and impact summaries
Guide and assist customers with system configurations, installations, and technical training including supporting documentation
Proactively engage at-risk customers to prevent churn and conduct product training sessions to deepen product utilization
Identify recurring customer pain points and provide structured feedback to Product teams to influence future software updates
Collaborate with Customer Success Managers, Operations, and Engineering to ensure ongoing service quality across the customer portfolio
Participate in after-hours support rotation for critical customer issues
Contribute to the development of a customer-facing knowledge base, FAQs, and technical documentation to reduce recurring support volume