Customer Support Engineer

🕒 April 29

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

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Engageware

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

SaaS • Artificial Intelligence • B2B

Engageware is an AI-powered customer engagement platform that helps organizations automate customer service and drive sales through omnichannel virtual and human-assisted interactions. The platform provides virtual assistants, conversational AI, appointment scheduling (including enterprise and Salesforce integrations), video banking, lobby & queue management, and unified knowledge management to improve customer self-service and employee efficiency. Engageware primarily serves banks, credit unions, retailers, wealth managers, higher education and other enterprises as a secure, scalable SaaS solution.

📋 Description

• Respond to customer inquiries about technical problems through internet-based ticketing systems, telephone calls, and email, ensuring timely and professional resolution • Troubleshoot and resolve software issues including login/password problems, application navigation, API and integration failures, and platform configuration errors using debugging tools, simulations, and scripts • Document all customer calls, needs, problems, interventions, and interactions in the CRM — keeping clients informed as changes occur and maintaining meticulous records throughout the lifecycle of each issue • Manage support queues via tools such as Zendesk or JIRA, escalating complex bugs and technical defects to Engineering with clear reproduction steps and impact summaries • Guide and assist customers with system configurations, installations, and technical training including supporting documentation • Proactively engage at-risk customers to prevent churn and conduct product training sessions to deepen product utilization • Identify recurring customer pain points and provide structured feedback to Product teams to influence future software updates • Collaborate with Customer Success Managers, Operations, and Engineering to ensure ongoing service quality across the customer portfolio • Participate in after-hours support rotation for critical customer issues • Contribute to the development of a customer-facing knowledge base, FAQs, and technical documentation to reduce recurring support volume

🎯 Requirements

• 1-3 years of experience in IT, helpdesk, or technical support environments • Strong troubleshooting skills with experience diagnosing issues in SaaS platforms, REST APIs, web applications, and integrations; proficiency with XML and SQL scripting is a plus • Proficiency with support and CRM tools such as JIRA and Salesforce is a plus • Excellent written and verbal communication skills — able to translate complex technical findings into user-friendly explanations for both technical and non-technical audiences via email, chat, and phone • Collaborative team player with a customer-first mindset, empathy, and a drive for continuous improvement • Availability for after-hours support for critical customer issues. • Bachelor's degree in Computer Science, Computer Programming, Software Engineering, or a related field; or equivalent practical experience

🏖️ Benefits

• Health insurance • Professional development