Support Engineer – Software

🕒 October 2

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Abacus Group

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2008

🔒 Cybersecurity

🏥 Healthcare

Cybersecurity • Healthcare

Abacus Group is a global managed IT and cybersecurity partner specializing in highly regulated industries, primarily financial services and healthcare. They offer integrated managed IT operations, multi-cloud and infrastructure management, managed cybersecurity (including endpoint protection, access controls, monitoring, vCISO and incident response), managed AI services, cybersecurity governance and advisory, and professional services. Abacus positions itself as an MSP + MSSP delivering 24x7x365 coverage, compliance expertise, AI orchestration, and white-glove, industry-focused support to enhance resiliency and regulatory compliance. The company reports supporting 1,200+ clients in 25+ countries, with 95% of clients in financial services and healthcare.

📋 Description

• Provide Level 2 and Level 3 technical support for enterprise software applications • Troubleshoot application, database, API, and integration issues using logs, diagnostic tools, and monitoring platforms • Analyze customer-reported issues, reproduce defects, identify root causes, and recommend solutions or workarounds • Manage incidents and service requests according to established Service Level Agreements (SLAs) • Escalate complex software defects to Engineering with detailed technical analysis and documentation • Collaborate with Development, QA, Product Management, and DevOps teams to resolve production issues • Monitor application health and proactively identify recurring issues or trends • Document troubleshooting procedures, knowledge base articles, and standard operating procedures • Support software deployments, upgrades, patches, and release validation activities • Assist customers with application configuration, user access, integrations, and system functionality • Participate in on-call support rotation as required • Contribute to continuous improvement initiatives that enhance product stability, support processes, and customer satisfaction

🎯 Requirements

• Bachelor’s Degree in Computer Science, or a related field preferred, or equivalent experience • Minimum 3 years of experience in a systems administration/helpdesk role • 1–2 years of experience in a software development role • Open to possible weekend work and possible on-call schedule

🏖️ Benefits

• Exposure to a diverse array of technologies • Part of a team of experienced technicians that aim to deliver exceptional service • Competitive compensation • Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO • Opportunities to further technical education through online courses • Positive, friendly, supportive office environment • Workplace perks such as healthy snacks, wellness program, and fun events