Support Engineer III – Technical Support & Customer Advisor

About the role

The Technical Support Engineer works in a complex technical environment, developing a deep understanding of customer solutions and serving as the primary point of contact for software support escalations. This role provides incident and problem management support across multiple product lines, serving customers ranging from multinational financial institutions to community banks.

Key responsibilities

• Manage assigned customer accounts and overall support relationship.
• Coordinate transition of new software customers from Professional Services to Software Support.
• Act as escalation manager for critical issues, coordinating cross‑functional resources and providing timely updates.
• Develop and execute action plans to resolve Priority 1 incidents and lead post‑incident reviews.
• Maintain detailed tracking of customer issues, ensuring visibility and progression toward resolution.
• Lead regular status meetings with customers to review open incidents and outstanding issues.
• Partner with Sales and other stakeholders for customer business reviews and reporting.

Required profile

• Bachelor’s degree in Computer Science, IT, Engineering, Business or related field.
• 5+ years experience in technical account management, software support, incident management or similar customer‑facing technical role.
• Proven experience managing escalations and critical incidents for enterprise software.
• Strong ability to communicate technical information to both technical and executive audiences.
• Experience with financial services or regulated industries is preferred.

Required skills

• ITIL Foundation knowledge or equivalent.
• Experience with SaaS and cloud‑based enterprise solutions.
• Familiarity with support ticketing systems and service management platforms.
• Knowledge of CRM tools and handling Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Understanding of incident and problem management best practices.