Solution Support Engineer

Proven Business Systems LLC • Tinley Park, IL

19d • $65,000 - $85,000

About The Position

The Solution Support Engineer supports, maintains, and improves software solutions implemented by the Business Process Automation team. This role is the primary technical resource for diagnosing and resolving incidents, service requests, configuration issues, access problems, workflow failures, integration errors, and other operational concerns affecting supported customer solutions.

Working within established support processes and service-level expectations, the engineer triages requests, investigates root causes, restores normal system operation, documents resolutions, and communicates progress to customer stakeholders. The position also performs approved configuration changes, minor enhancements, structured testing, and system administration across the supported product portfolio.

Requests requiring material redesign, new development, significant architectural change, or project-level effort are documented and transitioned through the appropriate project or enhancement process in collaboration with the Software Solution Engineer, Engineering Manager, and project team. The role supports solutions across multiple customers and industries, and contributes to reliability, supportability, and customer adoption through strong troubleshooting, documentation, communication, prioritization, and follow-through.

Requirements

• At least two years of experience supporting business applications, workflow platforms, enterprise content management systems, or related software solutions.
• Experience diagnosing application, workflow, integration, data, access, and configuration issues.
• Experience administering or supporting cloud-hosted or on-premises business applications.
• Experience working with vendor support organizations and managing technical escalations.
• Working knowledge of databases, SQL queries, records, permissions, and application data structures.
• Ability to review logs, document troubleshooting steps, reproduce issues, and identify probable root causes.
• Experience working within a ticketing, service-management, or structured support process.
• Experience providing remote technical support across multiple customer environments.
• Strong written documentation and customer communication skills.
• Ability to prioritize competing requests and manage work through resolution.
• Process-oriented mindset with attention to detail, follow-through, and documentation.
• Ability to explain technical issues to technical and nontechnical audiences.
• Commitment to maintaining current knowledge of supported products and technologies.

Nice To Haves

• Experience with Laserfiche, Microsoft Power Platform, SharePoint, Power BI, Microsoft 365 Tenant Administration, SQL Server, Active Directory, or comparable platforms.
• Experience supporting low-code or no-code applications and automated workflows.
• Familiarity with JavaScript, HTML, CSS, APIs, integrations, and structured data formats.
• Experience with enterprise content management concepts, including metadata, content types, electronic forms, workflow, records, permissions, and administration.
• Experience creating technical documentation, knowledge articles, training materials, and support procedures.
• Relevant credentials are preferred at hire; otherwise, complete one manager-selected Laserfiche or Microsoft platform credential within 180 days through an approved development plan, and select additional credentials for assigned customer solutions.
• Laserfiche Gold Certifications are preferred for repository, permissions, security, workflow, and integration support.
• Microsoft Applied Skills: Create and manage automated processes by using Power Automate is preferred for workflow support.
• Microsoft Applied Skills: Create and manage canvas apps with Power Apps is preferred for application support.
• Microsoft Applied Skills: Build an agent in Microsoft Copilot Studio is preferred for agent configuration and support.
• Microsoft Certified: Power Platform Fundamentals (PL-900) is a recommended platform baseline.
• Microsoft 365 Certified: Copilot and Agent Administration Fundamentals (AB-900) is preferred for assigned Microsoft 365 Copilot administration.
• ITIL Foundation (Version 5) is preferred for service-management development.
• Microsoft Certified: Power BI Data Analyst Associate (PL-300) is optional for reporting support.

Responsibilities

• Monitor, prioritize, and manage incoming support requests, incidents, service tickets, and enhancement requests in accordance with department SLAs and support processes.
• Diagnose and resolve issues involving applications, workflows, integrations, forms, reports, permissions, data, and system configurations.
• Communicate status updates, technical guidance, resolution details, and ongoing support to customer stakeholders throughout the ticket lifecycle.
• Remotely access and support customer environments to investigate issues, perform system administration, and restore normal solution operation.
• Perform root cause analysis by reviewing logs, configurations, workflows, integrations, and supporting technical data.
• Execute approved configuration changes, maintenance activities, and minor enhancements while ensuring solution stability and performance.
• Test and validate changes to confirm functionality, accuracy, and successful issue resolution before deployment.
• Create and maintain technical documentation, support procedures, knowledge base articles, configuration records, and solution change history.
• Collaborate with Software Solution Engineers, Project Managers, and Engineering leadership to transition requests requiring significant development, redesign, or project-level effort.
• Participate in solution handoff and support-readiness reviews for newly implemented systems, ensuring documentation, knowledge transfer, and operational support requirements are met.
• Use vendor support channels and escalation processes to resolve platform defects, software bugs, and complex technical issues.
• Recommend improvements to solution reliability, user adoption, supportability, and operational efficiency.
• Provide end-user and administrator training, mentoring, and technical guidance for supported solutions and platforms.
• Maintain technical certifications, product knowledge, and expertise across the BPA technology stack through continuous learning and professional development.
• Participate in team meetings, technical discussions, retrospectives, and process-improvement initiatives, contributing to a collaborative engineering culture.
• Support the technical needs of the Scanning Services department when assigned.

Benefits

• Health insurance, including a choice of two PPO plans or a High Deductible Health Plan with employer contributions to an HSA, after a 30-day waiting period for eligible full-time employees and dependents.
• Dental insurance and vision insurance.
• Voluntary worksite benefits including critical illness, hospital indemnity, accident coverage, short-term disability, supplemental life, and pet insurance.
• Employee discount program.
• Commuter/transit FSA.
• Employer-provided $25,000 life insurance and AD&D coverage for eligible full-time employees after a 30-day waiting period.
• Employer-provided long-term disability insurance.
• Employee assistance resources, including telephonic counseling, web-based services, and a limited number of in-person sessions.
• 401(k) plan with employer match, available after 120 days of service.
• Financial advisory services at no cost to employees.
• Paid time off for eligible full-time regular employees after a 90-day waiting period.
• Parental leave: after 24 months of employment, eligible full-time regular employees receive 90 days of paid maternity leave and 10 days of paid paternity leave; employees with less than 24 months of service may take the same amount of unpaid time off.
• Free 24/7 on-site fitness center at the Tinley Park headquarters.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed