Support Engineer II (Remote - US)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Support Engineer II in the United States. This role offers a dynamic opportunity for a technically skilled professional to provide expert software support across diverse industries, including financial services, government, and education. You will work with both customers and solution providers to troubleshoot, diagnose, and resolve complex issues in cloud-based and self-hosted environments. The position provides exposure to DevOps processes, SaaS system maintenance, and enterprise-level technical support. You will contribute to continuous improvement initiatives, collaborate with software engineering teams, and mentor junior engineers, while ensuring excellent service delivery and system reliability. This role is ideal for someone passionate about problem-solving, customer service, and working in a fast-paced, collaborative environment.

Accountabilities:

• Provide technical support to customers and solution providers by identifying, troubleshooting, resolving, and documenting software issues.
• Monitor cloud system performance, investigate incidents, and ensure system availability, reliability, and security.
• Communicate escalated incidents to stakeholders and facilitate timely resolution.
• Conduct post-issue analysis to improve incident response and service quality.
• Collaborate with engineering teams to refine diagnostics, troubleshoot complex issues, and optimize SaaS environments.
• Mentor and train new support engineers to expand their technical troubleshooting capabilities.
• Build strong working relationships with internal teams and external customers to ensure successful issue resolution.
• Bachelor’s degree (BA, BS) or equivalent industry experience in a relevant field.

2–5 years of experience in software support within a customer-facing role.

• Strong technical skills including Windows systems administration, SQL/database knowledge, and TCP/IP networking fundamentals.

Familiarity with web technologies such as HTML, CSS, and JavaScript. Preferred: AWS experience or certification, scripting in PowerShell/Bash, Linux administration, or programming in Python/C#. Excellent problem-solving, analytical, and communication skills. Strong customer service orientation and ability to adapt to evolving technologies and environments. Availability to work 6:00 AM to 3:00 PM Eastern Time shift schedule. Salary range: $65,000–$90,000 per year, depending on experience, education, and location. Paid time off including 15 vacation days, 3 floating holidays, 2 paid volunteer days, and 9 paid holidays. 401(k) retirement plan with generous company match. HMO and PPO medical coverage options. Professional development opportunities and exposure to cutting-edge SaaS technologies. Remote work eligibility for select U.S. states. Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching. When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly. 🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements. 📊 It compares your profile to the job’s core requirements and past success factors to determine your match score. 🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role. 🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed. The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team. Thank you for your interest! #LI-CL1