Technical Support Engineer - Innovatum

Banyan Software•Atlanta, GA

4h•$75,000 - $100,000•Hybrid

About The Position

Innovatum is an enterprise software company serving the medical device, pharmaceutical, and life sciences industries. We are looking for a mid-level, customer-facing Technical Support Engineer to support customers operating our enterprise software in production and non-production environments. This role involves performing installations and upgrades, troubleshooting issues across Windows servers and virtual machines, and communicating clearly with customers from intake through resolution. The ideal candidate will have strong technical fundamentals, an inquisitive problem-solving mindset, and high attention to detail. SQL skills will be used regularly, and deeper database administration knowledge is a plus. This role is part of a small, cross-functional team where everyone contributes. The average ticket load is approximately 3 to 4 active cases per engineer at any time. After-hours coverage is rare and supported by a third-party answering service and a hierarchy call list, with only a handful of after-hours calls per year. This position is full-time and hybrid, with 3 days in the office and 2 days remote in Atlanta, GA.

Requirements

3 to 6 years of experience in enterprise software support, technical support engineering, systems administration, or a similar customer-facing technical role.
Solid SQL query skills: comfortable writing SELECT statements with JOINs, filtering, grouping, and aggregations (more than just basic SELECT statements).
Strong troubleshooting skills in Windows server environments, including log analysis and Windows Event Viewer.
Ability to access and investigate customer environments via remote and VM access.
Strong written and verbal communication skills, including managing customer expectations and providing clear status updates.
Demonstrated ability to solve ambiguous problems using a structured approach and sound judgment.
High attention to detail and willingness to read log files line by line when needed.
Self-motivated with a strong desire to learn new software, environments, and support processes.
Willingness to ask for help and communicate proactively when stuck.

Nice To Haves

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.
Experience in life sciences, medical device, pharma, or other regulated manufacturing environments.
Experience troubleshooting printing systems (print servers, drivers, queues, 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

Perform enterprise software installations, upgrades, and patching in customer environments.
Validate prerequisites, follow documented procedures, and complete post-install verification.
Provide backup coverage for our senior installation resource.
Serve as a primary customer-facing technical resource for support cases and troubleshooting calls.
Confirm impact and urgency, ask effective diagnostic questions, and provide timely status updates.
Explain resolutions in customer-friendly language.
Investigate issues using application logs, Windows Event Viewer, services, scheduled tasks, configuration settings, and basic networking checks.
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, 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 with strong technical evidence and clear reproduction steps.