Support Engineer

Configit•Sandy Springs, GA

6d•Hybrid

About The Position

At Configit, we empower large international enterprises with software solutions that support complex processes across engineering, manufacturing, sales, and service. Our Global Support Team plays a key role in our customers’ success by resolving issues professionally and promptly. This role is part of our Operations Department, helping to ensure the smooth and reliable operation of Configit’s products for enterprise customers. The engineer will proactively monitor, troubleshoot, and resolve complex technical issues across both cloud and on-premises environments. Working as part of a collaborative, multidisciplinary operations team, the engineer will also partner closely with R&D to continuously improve the application and platforms, optimize performance, strengthen reliability, and enhance the customer experience.

Requirements

Basic knowledge of IT infrastructure (operating systems, networking, databases, web servers, cloud services)
Exposure to cloud environments (Azure, AWS, or similar) or on-premises enterprise systems
Relevant IT education, such as a Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
Good understanding of incident management concepts (ticketing systems, SLAs, escalation paths)
Customer-focused mindset
Collaborative, eager to learn and share knowledge
Excellent problem-solving skills, an analytical mindset, and high attention to detail

Nice To Haves

Hands-on experience across the full incident lifecycle
Familiarity with containerization technologies, e.g., Kubernetes
Working knowledge of databases
Both scripting and automation skills
Understanding of ITIL practices, including incident and problem management

Responsibilities

Investigate, reproduce, and resolve incidents while communicating clearly with customers and internal stakeholders
Perform analysis and troubleshooting activities, including log analysis, monitoring dashboards, and basic scripting
Escalate tickets for further investigation or bug fixing and ensure clear follow-up, alignment, and customer communication throughout the process
Apply AI tools where relevant to accelerate troubleshooting, analyze logs and support data, summarize findings, and improve the quality and consistency of incident handling
Monitor customer environments to identify potential issues, including use of AI-supported and automation tools to detect patterns, surface risks, and improve early-warning capabilities
Drive preventive measures
Recommend improvements that enhance reliability
Stay up to date with product releases and related technologies through briefings, training, and self-study
Help develop and promote effective use of AI tools within Support Engineering, including identifying relevant use cases, improving workflows, and supporting adoption of AI-assisted ways of working