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Precisely is the leader in data integrity, empowering over 12,000 global organizations (including 95 Fortune 100 companies) to make confident decisions based on trusted data. This Support Engineer role is 100% remote within the US and focuses on resolving complex technical issues for customers using Precisely's data integration and processing products.
You will provide world-class technical support via phone, email, case management systems, and remote sessions while meeting SLA requirements. Key responsibilities include diagnosing and resolving issues related to data transformation, validation, cleansing, and movement across platforms; supporting products like CODE-1 Plus, VeriMove, Finalist, and the Data Integrity Suite (DIS SaaS); and troubleshooting batch processing, ETL workflows, and data pipelines. You'll analyze logs, job output, and error messages to identify root causes, determine whether issues stem from product behavior, customer logic, data quality, or environmental configuration, and recommend corrective actions.
You will collaborate closely with Engineering and Product Management on escalations and defect investigations, create and maintain internal and customer-facing knowledge base documentation, and continuously develop product expertise to share with the support team. The role includes participation in on-call and after-hours support rotations.
Required qualifications include a Bachelor's degree in Computer Science, Software Engineering, or related field (or equivalent experience), 3–6+ years in technical customer support or related technical roles, and experience supporting data processing and coding-centric products. Familiarity with Spectrum UAM, batch processing, ETL workflows, SaaS platforms, and API-based integrations is expected. Knowledge of z/OS/JCL and IBM i platforms is beneficial. You should be comfortable leveraging AI tools (ChatGPT, Microsoft Copilot) to enhance support operations, including case summarization, response drafting, and workflow automation, while ensuring responsible AI usage aligned with data privacy and security standards.
