Customer Support Engineer

• Provide in-depth application technical support to MasterControl customers
• Troubleshoot and perform root cause analysis for advanced technical issues
• Resolve customer issues via incoming calls, emails, and other channels
• Provide customers with software functionality knowledge and best practices
• Identify and reproduce software defects for submission to development
• Provide root cause analysis and in-depth troubleshooting
• Meet and exceed Service Level Agreements through effective incident management
• Write technical documentation, including Knowledge Base articles
• Contribute to departmental Key Performance Indicators
• Perform software implementation, installation, and upgrades for customers
• Update and maintain reports for customers and key internal contacts
• Provide backup support to other Customer Support Engineers
• Work with escalation engineers to resolve critical customer issues
• Provide and participate in technical training and knowledge transfer
• Contribute to the knowledge base using Knowledge-Centered Support principles
• Perform special projects as directed

• Advanced application troubleshooting skills
• Database management knowledge / MS SQL experience required
• Professional-level writing and communication skills
• Professional English language speaking/writing skills
• LDAP and Active Directory experience/knowledge desirable
• Understanding of virtual environments; strong experience desirable
• Programming experience/knowledge in JavaScript and HTML helpful
• Proficient with Claude Code or similar
• Willingness to work USA hours of operation on a consistent basis
• May work a variety of schedule hours as required
• Travel may be required

• Competitive compensation
• Schedule flexibility
• Fitness clubs (you get paid to have fun and be active!)
• Company parties and employee recognition programs
• Wellness programs
• Professional development and skillset development
• Recognition of employee contributions
• Collaborative workplace culture