Support Systems Engineer

Remote (United States)

Job Details

Employment Type: Full Time

Department: Information Technology, Development and Engineering

Hourly Pay: Approximately $45.67 - $57.69 per hour

About the Role

This opportunity is for a Support Systems Engineer responsible for the stability, functionality, and ongoing improvement of core business applications, including Zoho, Monday.com, NetSuite, Jira, Zapier, and other operational platforms.

The role serves as an escalation point for complex technical issues involving business systems, integrations, workflows, configurations, and automation. It also works closely with support, engineering, and operational teams to ensure critical systems remain reliable, efficient, maintainable, and scalable.

What You’ll Do

Application Platform Support and Escalation

• Serve as the escalation point for issues involving Zoho front-end and back-end systems, Monday.com, NetSuite, Jira, Zapier, Slack integrations, RingCentral, Twilio, Calendly, and other core business applications.
• Diagnose and resolve complex platform issues escalated by the support team.
• Troubleshoot system configurations, automation, integrations, and workflow failures.
• Investigate root causes and implement fixes that help prevent recurring issues.
• Communicate technical findings clearly to support staff and business stakeholders.

System Reliability and Operational Stability

• Maintain stable and reliable operation of supported platforms so business teams can work without unnecessary disruption.
• Monitor system performance using tools such as Datadog, respond to alerts, and identify potential issues before they affect users.
• Improve system configurations, workflows, and automation to increase reliability and efficiency.
• Support troubleshooting of integration failures between business systems.
• Keep platform configurations organized, maintainable, and scalable.
• Identify and document system problems through established problem-management processes and problem tickets.
• Identify areas of technical debt and recommend practical solutions.
• Own SaaS backend changes, application enhancements, and configuration updates.
• Manage application upgrades, patches, and ongoing platform maintenance.

Incident Response and Escalation Triage

• Respond to incidents affecting business applications and support timely resolution with clear communication.
• Respond to P1 and major incidents involving supported platforms and coordinate resolution with relevant teams.
• Support P2 through P5 incident handling for business application issues alongside the support team.
• Triage escalated issues and determine the appropriate resolution path.
• Participate in post-incident reviews and contribute to root cause documentation.

Integrations, APIs, and Workflow Automation

• Support the design, troubleshooting, and improvement of integrations and automated workflows across business systems.
• Assist with API-related troubleshooting and integrations between internal platforms.
• Support implementation of integrations involving NetSuite and other connected systems.
• Improve automation and workflows to reduce manual effort and operational friction.
• Evaluate and recommend new tools.
• Support implementation of new platforms and the retirement of legacy applications.

Ticket Handling and Support Operations

• Follow established Jira ticket-management standards to support transparency, accurate reporting, and efficient operations.
• Keep ticket statuses aligned with the current state of work.
• Update ticket statuses at least every three days unless the ticket is formally on hold.
• Ensure SLA timers accurately reflect active working time.
• Use SLA-pausing statuses only when appropriate and consistent with support processes.
• Mark tickets as resolved when the work is complete rather than waiting for business confirmation.
• Ensure resolution time accurately reflects the time needed to perform the work.
• Document the issue, completed investigation, current actions, and next steps clearly in every ticket.
• Include both internal technical notes and customer-facing status updates where appropriate.
• Summarize and document ticket-related discussions that occur outside Jira, including Slack, Teams, phone calls, and meetings.
• Enter an approved resolution statement when closing a ticket.
• Restate the original issue, explain how it was resolved, and include the agent’s name in the resolution statement.

Documentation and Knowledge Sharing

• Create and maintain knowledge articles for recurring system issues.
• Document workflows, integrations, and configuration changes.
• Build internal runbooks that help the support team resolve common issues without escalation.

Collaboration and Cross-Team Support

• Work with support, engineering, and operational teams to maintain system reliability and deliver improvements successfully.
• Act as a technical liaison between support, engineering, and business teams.
• Provide clear communication and status updates for complex technical issues.
• Participate in system-improvement initiatives and cross-functional projects as needed.

Qualifications

• At least five years of experience supporting business applications such as Zoho, Monday.com, NetSuite, Jira, Zapier, Salesforce, or similar platforms in a professional environment.
• Demonstrated expertise in diagnosing and resolving complex platform issues involving configurations, automation, and integrations.
• Experience leading or supporting implementation of new business systems and retirement of legacy applications.
• Experience with implementation planning, data migration, user adoption, and system decommissioning.
• Working knowledge of APIs, webhooks, and integration tools used to connect business systems.
• Familiarity with incident-management processes, including P1 and major-incident coordination and post-incident reviews.
• Experience with application monitoring and alerting tools such as Datadog or NinjaOne.
• Experience with IT service-management platforms such as Jira for ticket tracking and workflow management.
• Excellent analytical, problem-solving, and organizational skills.
• Ability to balance multiple priorities in a fast-paced environment.
• Strong verbal, written, and interpersonal communication skills.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Ability to work independently and prioritize effectively in a dynamic, growing environment.
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field is preferred.
• Additional relevant experience may be considered in place of a degree.

How Success Is Measured

• Consistent adherence to Jira ticket-management standards.
• Reliable operation of core business platforms.
• Successful troubleshooting of integrations, workflows, and automation issues.
• Reduced recurrence of incidents related to system configurations or integrations.
• Effective incident response and participation in post-incident reviews.
• Strong documentation that improves team efficiency and reduces escalation volume.
• Clear and professional communication with stakeholders.

Benefits

• Competitive salary based on experience.
• Health, dental, and vision insurance.
• Company-sponsored life insurance.
• Retirement savings plan with company match.
• Vacation time, sick time, and paid holidays.
• Ongoing training and professional-development programs.
• Opportunities for career advancement.
• Flexible work schedules.
• Remote-first work environment.
• Annual company-wide conferences.
• Employee assistance program supporting personal and family well-being.
• Employee discounts on products and services through Insperity.
• Recognition programs for outstanding performance.
• Company-sponsored social events and activities.