Support Engineer

Perseus Group

6d•$115,200 - $140,800•Remote

About The Position

Ideal Computer Systems and C-Systems Software Inc. are North American providers of integrated dealer management software for equipment dealerships across industries including outdoor power equipment, agriculture, powersports, marine, RV, and golf car. With more than 30 years of industry experience, their all-in-one solutions help dealers manage inventory, sales, service, parts, accounting, CRM, reporting, processes, and data in a single platform. Both companies are known for their deep industry expertise, dealer-focused development, and strong customer support. As part of the OPE/Perseus Group, a division of Constellation Software Inc., they combine the stability and resources of a global organization with specialized dealership knowledge.

Requirements

3–5 years of experience in technical support, application support, platform operations, or a hybrid support/development role.
Strong SQL skills and experience using queries to investigate data issues, trace sync problems, and validate records.
Experience reviewing application logs or using monitoring tools such as Azure Application Insights or similar platforms.
Comfort troubleshooting APIs, integrations, request/response flows, and system handoffs.
Ability to read code, such as C# or a similar language, well enough to understand application behavior and support root cause analysis.
Strong written communication skills and the ability to explain technical issues clearly to both technical and non-technical audiences.
A process-improvement mindset with interest in automation, AI tools, and building better support workflows.

Nice To Haves

Experience with dealership management systems, SaaS platforms, or equipment dealer operations
Familiarity with tools such as Azure DevOps, TeamSupport, Salesforce Service Cloud, Postman, Swagger/Open API, or Playwright
Experience with communication APIs, such as Twilio
Experience with AI tools, LLM APIs, or workflow automation
Background in DevOps, platform reliability, or incident management

Responsibilities

Triage, investigate, and resolve technical support tickets across CRM, data, integration, and configuration issues.
Use SQL, logs, APIs, and application monitoring tools to identify root causes and validate fixes.
Support integrations with dealership management systems and troubleshoot sync failures, data mapping issues, and configuration problems.
Communicate proactively with dealers and internal teams, providing clear updates, timelines, and resolution notes.
Manage escalations, document findings, and work closely with development, product, and customer success teams.
Help build AI-assisted workflows for ticket classification, diagnostic support, customer communication, and repeatable configuration fixes.
Create and maintain knowledge base content, runbooks, and process documentation for recurring support issues.