Technical Support Engineer II (Scores Software)

TL;DR

Technical Support Engineer II (Scores Software): Provide hands-on support and troubleshooting for hirify.global Score products in on-premise and AWS environments with an accent on cloud infrastructure diagnosis, application issues, and customer liaison. Focus on triaging support requests, coordinating across distributed teams, and adhering to incident management processes to meet SLAs.

Location: Work from Home, United States

Salary: $86,100 to $135,300

Company

Leading global analytics software company helping businesses make better decisions through credit scoring, fraud detection, and AI-driven solutions.

What you will do

• Provide hands-on support and troubleshooting for on-premise and AWS deployments using S3, IAM, VPC, and CloudWatch.
• Participate in a geographically distributed team, managing shared ticket queues and escalations across time zones.
• Triage support requests using knowledge of PaaS, IaaS, SaaS to identify resolution paths and escalate with documentation.
• Diagnose AWS performance, availability, and configuration issues via Console, CLI, and monitoring tools.
• Communicate professionally with customers and stakeholders via tickets, email, and calls to ensure positive experience.
• Follow incident processes and runbooks to resolve tickets efficiently under pressure, meeting SLAs.

Requirements

• Bachelor’s in Computer Science or related
• 2-3 years relevant software technical support experience
• Experience with AWS Cloud Computing environment
• Ability to work in a geographically diverse team across time zones
• Basic knowledge of Application Support/PAAS/IAAS/SAAS
• Excellent verbal and written communication skills
• Ability to work under pressure following processes
• Experience in a programming language (Java, Python, .Net, C/C++)
• Experience in debugging and resolving issues
• Knowledge of PostgresDB or other relational database

Nice to have

• RHCSA/RHCE or ITIL certifications
• Prompt engineering and AI process improvement

Culture & Benefits

• Inclusive culture emphasizing ownership, customer delight, and respect.
• Competitive compensation, benefits, and rewards programs.
• Work/life balance, employee resource groups, and social events.
• Professional development through learning experiences and impact opportunities.