Customer Support Engineer (Low-code Workflow Software)
On-site · Falls Church, Virginia, United States
Job Summary
Customer Support Engineer for a low-code workflow platform. Manages full ticket lifecycle (from intake to resolution) in ITIL-aligned processes, troubleshoots across on-premise server environments, and collaborates with R&D, Solutions, and Professional Services to reproduce defects, validate product behavior, support deployments/upgrades, and implement customer-specific configurations. Performs diagnostics across Windows and Linux servers, reviews services and logs, and analyzes performance metrics. Provides clear customer-facing communications, maintains runbooks and knowledge bases, and builds automations/use of BizFlow M to streamline support workflows. Requires a Bachelor’s degree, 2+ years in enterprise software support, ITIL familiarity, experience with on-premise applications, strong communication skills for technical and executive audiences, and proficiency with HTML/CSS/JavaScript, REST APIs, and SQL. On-site role in Falls Church, VA with partial telework flexibility; US citizen or permanent resident. Knowledge of Zendesk, incident reporting, and continuous improvement through post-incident reviews is preferred.
Required Qualifications
- Bachelor’s degree in Computer Science, Software Engineering, or a related technical discipline
- 2+ years in customer support, technical support, or client enablement for enterprise software
- Familiarity with ITIL framework and structured support processes
- Experience supporting on-premise applications, including server-level troubleshooting
- Strong written and verbal communication tailored for technical and executive audiences
- Experience with Zendesk or similar ticketing systems
- Working knowledge of web technologies (HTML/CSS/JavaScript), REST APIs, and SQL
- Proven ability to collaborate across R&D/Product, Solutions, and Professional Services teams
- Ability to work independently and in cross-functional teams
- Customer relationship-building abilities
- Fast learner and team-oriented mindset
- Service-first attitude
- US Citizenship or Permanent Residency
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