Support Engineer

Role overview

Precisely is a data integrity company that helps organizations make better decisions through software, enrichment data, and professional services. The business serves more than 12,000 organizations worldwide, including 95 of the Fortune 100, and operates with a distributed, work-from-anywhere culture across 30 countries and 20 offices. The company values openness, determination, individuality, and collaboration, and it places a strong emphasis on employee growth and learning.

This role is fully remote within the United States.

Precisely also expects employees to use AI tools effectively in their day-to-day work. Team members should be comfortable using generative AI assistants such as Microsoft Copilot or ChatGPT to speed up tasks, improve quality, and reduce low-value work, while reviewing AI output carefully and adopting new capabilities responsibly.

Important application notice

It is unlawful to impersonate another person during the application or interview process to help someone gain employment with Precisely. If such fraudulent conduct is discovered, the application may be rejected, any offer may be withdrawn, employment may be ended, and legal action may be pursued where allowed by law.

What this role involves

The Support Engineer helps customers resolve technical problems and use Precisely’s coding-heavy and data integration products successfully. The work centers on products such as CODE-1 Plus, VeriMove, Finalist, Canadian CODE-1 Plus, and selected Data Integrity Suite SaaS offerings. Experience with z/OS/JCL and the IBM i platform is useful.

The position requires strong analytical ability, comfort working with code-driven workflows, and the communication skills needed to explain technical findings clearly to customers and internal teams.

Key responsibilities

• Deliver high-quality technical support through phone, email, case systems, and remote desktop tools while meeting SLA commitments and keeping records accurate.
• Help customers troubleshoot Code-1, VeriMove, and Finalist issues, including job logic, setup problems, file handling, and run-time failures.
• Investigate and fix problems tied to data transformation, validation, cleansing, and movement across systems.
• Support Spectrum UAM and related services, including configuration, data flow behavior, and integration use cases.
• Assist with DIS SaaS / Data Integrity Suite scenarios where automation, coding, or API interactions are involved.
• Review logs, job output, error details, and customer-provided evidence to identify the root cause and recommend next steps.
• Differentiate whether an issue comes from the product itself, customer-written logic, data issues, third-party tools, or environment settings.
• Work with Engineering and Product Management on escalations, defect analysis, and enhancement requests.
• Develop and update knowledge base articles for both internal teams and customers.
• Build product expertise continuously and contribute knowledge across the support organization.
• Take part in on-call and after-hours support coverage when needed.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, or another technical discipline, or equivalent practical experience.
• 3 to 6+ years of experience in technical support or a closely related technical role.
• Background supporting Code-1, VeriMove, Finalist, or comparable products centered on coding and data processing.
• Familiarity with Spectrum UAM or other Spectrum-based data integration tools.
• Experience with batch jobs, ETL-style processing, or data pipeline workflows.
• Exposure to SaaS environments and integrations built around APIs.
• Experience working in a global or follow-the-sun support setup.
• Ability to use AI tools to summarize cases, draft responses, surface knowledge, analyze sentiment, and streamline support workflows.
• Comfort with assessing AI-generated output critically and using AI in a way that respects privacy, security, and governance expectations.
• Capability to identify repetitive support tasks that can be automated using AI for greater efficiency.
• Knowledge of z/OS/JCL and the IBM i platform is a plus.

Additional information

This employer states that personal information submitted with the application will be handled according to applicable laws. Additional details about applicant data handling are provided in the company’s Candidate Privacy Notice.

Work arrangement

The position is remote and based anywhere in the United States.