Support Engineer - B2B Integration
Remote
RemoteFull TimeTechnologyLarge
Full TimeLargeTechnology
Job Summary
Provide world-class technical support via phone, email, and remote desktop while meeting SLA requirements and documenting critical information. Address and resolve issues quickly by investigating complex problems across platforms, software systems, and databases to determine if the cause lies within the product, third-party libraries, user code, or platform libraries. Create comprehensive internal and external Knowledge Base documentation and debug product issues to recommend solutions. Participate in periodic weekend on-call support shifts. Leverage AI tools to accelerate troubleshooting, research, and documentation.
Required Qualifications
- Bachelor's or Master's degree in Computer Science or related field (equivalent work experience will be accepted in place of the education requirement)
- Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting skills
- Self-motivated and enthusiastic when working with difficult problems and tight deadlines
- A strong desire to learn new technology and the ability to understand new concepts quickly
- Experience supporting Sterling B2B Integrator/Sterling File Gateway/Global Mailbox
- UNIX/Linux (AIX, Red Hat EL, Solaris, HP-UX) knowledge and administration
- Database systems: Oracle, Teradata, Microsoft SQL Server, Vertica, DB2, ODBC, Snowflake
- Cloud Services: Azure, GCP, EC2, EMR, S3, RedShift
- Container and virtualization technologies: Docker, Kubernetes, OpenShift, AIX LPAR/WPAR, Solaris Containers
- Understanding of database management systems including relational database design principles, tuning, SQL execution, and configuration
- Understanding of networking design principles, including TCP, IP, HTTP/S, S/FTP, SMTP, AS2, and other data communication protocols
- Ability to leverage AI-powered tools (e.g., Claude, GitHub Copilot, ChatGPT) to accelerate troubleshooting, research, and documentation
- Familiarity with AI-assisted log analysis and anomaly detection to speed root-cause identification
- Openness to adopting AI-driven workflows as part of daily support operations
- Participate in periodic weekend on-call support shifts
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