[Remote] Customer Support Engineer

Note: The job is a remote job and is open to candidates in USA. Engageware is a company that helps financial institutions and enterprises enhance customer experiences through an AI-powered platform. The Customer Support Engineer will provide expert technical support to customers, ensuring timely resolution of issues and driving product adoption and satisfaction.ResponsibilitiesRespond to customer inquiries about technical problems through internet-based ticketing systems, telephone calls, and email, ensuring timely and professional resolutionTroubleshoot and resolve software issues including login/password problems, application navigation, API and integration failures, and platform configuration errors using debugging tools, simulations, and scriptsDocument 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 issueManage support queues via tools such as Zendesk or JIRA, escalating complex bugs and technical defects to Engineering with clear reproduction steps and impact summariesGuide and assist customers with system configurations, installations, and technical training including supporting documentationProactively engage at-risk customers to prevent churn and conduct product training sessions to deepen product utilizationIdentify recurring customer pain points and provide structured feedback to Product teams to influence future software updatesCollaborate with Customer Success Managers, Operations, and Engineering to ensure ongoing service quality across the customer portfolioParticipate in after-hours support rotation for critical customer issuesContribute to the development of a customer-facing knowledge base, FAQs, and technical documentation to reduce recurring support volumeSkillsStrong troubleshooting skills with experience diagnosing issues in SaaS platforms, REST APIs, web applications, and integrations; proficiency with XML and SQL scripting is a plusProficiency with support and CRM tools such as JIRA and Salesforce is a plusExcellent 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 phoneStrong ability to work under pressure while managing multiple open cases simultaneously and setting clear customer expectationsBroad product knowledge with a commitment to staying current with industry trends and platform updates1-3 years of experience in IT, helpdesk, or technical support environments; familiarity with B2B SaaS subscription models is valuedExperience working with financial services or enterprise software customers is a strong plusCollaborative team player with a customer-first mindset, empathy, and a drive for continuous improvementBachelor's degree in Computer Science, Computer Programming, Software Engineering, or a related field; or equivalent practical experiencePrior experience in an IT setting or as a support or systems analyst preferredStrong web application experience and familiarity with scripting in XML and SQLTechnical proficiency with APIs, software configuration, and enterprise integrationsExperience with ticketing and knowledge management systems (e.g., SalesForce, Jira)Familiarity with authentication protocols (SSO, OAuth) is a plusAvailability for after-hours support for critical customer issuesCompany OverviewEngageware is a customer engagement platform that offers amplify digital communications and amplify digital communication services. It was founded in 2000, and is headquartered in Tewksbury, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://engageware.com.Company H1B SponsorshipEngageware has a track record of offering H1B sponsorships, with 2 in 2025, 1 in 2024, 1 in 2023, 4 in 2022, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.