Support Engineer

At Precisely, we're not just building software — we're shaping the future of data integrity. As a global leader in data quality, data enrichment, and location intelligence, Precisely helps thousands of the world's most trusted brands make confident decisions with data they can rely on. We're an AI-first organization, which means artificial intelligence isn't a buzzword here — it's woven into how we build products, how we work, and how we think about solving complex problems for our customers. When you join Precisely, you join a team of curious, driven innovators who believe that better data makes the world run better. If you're ready to do meaningful work at the intersection of AI and data — and help define what's possible — we'd love for you to apply!

This position is 100% remote anywhere in the US

Overview

A Support Engineer is responsible for resolving customer technical issues and ensuring successful use of Precisely’s coding-focused and data integration products, including CODE-1 Plus, VeriMove, Finalist and Canadian CODE-1 Plus, and selected Data Integrity Suite (DIS SaaS), knowledge of z/OS/JCL, and the IBMi platform is beneficial. Customers rely on our technical expertise to troubleshoot complex, code-driven workflows involving data processing, validation, and integration. Strong problem-solving skills, technical depth, and clear communication are essential.

What you will do

• Provide world-class technical support via phone, email, case management systems, and remote desktop sessions while meeting SLA requirements and documenting work accurately.
• Diagnose and resolve issues related to data transformation, validation, cleansing, and movement across platforms.
• Support Spectrum UAM and related services, including configuration, data processing flows, and integration scenarios.
• Assist customers using DIS SaaS / Data Integrity Suite services where coding, automation, or APIs are involved.
• Support customers using Code-1, VeriMove, MapInfo and Finalist, including troubleshooting job logic, configuration issues, file handling, and execution errors.
• Analyze logs, job output, error messages, and customer-provided artifacts to identify root cause and recommend corrective actions.
• Determine whether issues originate from product behavior, customer-developed logic, data quality problems, third-party components, or environmental configuration.
• Collaborate closely with Engineering and Product Management on escalations, enhancements, and defect investigations.
• Create and maintain internal and customer-facing knowledge base documentation.
• Continuously develop product knowledge and share expertise with the broader support team.
• Participate in on-call and after-hours support rotations as required.

What we are looking for

• Bachelor’s degree in Computer Science, Software Engineering, or a related technical field, or equivalent experience.
• 3 – 6+ years of experience in technical customer support or a related technical role.
• Experience supporting Code-1, VeriMove, Finalist, or similar data processing and coding-centric products.
• Familiarity with Spectrum UAM or Spectrum-based data integration solutions. Experience supporting batch processing, ETL-style workflows, or data pipelines.
• Exposure to SaaS platforms and API-based integrations. Experience working in a global or follow-the-sun support model.
• Leverages AI to enhance customer support operations (case summarization, response drafting, knowledge recommendations, sentiment analysis)
• Comfortable evaluating and adopting emerging AI tools to improve productivity, decision-making, and cross-team visibility
• Ensures responsible AI usage aligned with data privacy, security, and enterprise governance standards
• Identifies and automates repetitive support and operational workflows using AI tools (e.g., case triage, routing, summarization, reporting) to improve efficiency and reduce manual effort
• Knowledge of z/OS/JCL, and the IBMi platform is beneficial.

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