Customer Support Engineer (Low-code Workflow Software)

About the role

BizFlow is seeking a proactive and technically skilled Customer Support Engineer to provide hands‑on support for our platform‑based applications. This role focuses on troubleshooting, technical analysis, and resolving customer issues in alignment with ITIL best practices. The ideal candidate is a fast learner who thrives in collaborative environments, enjoys problem‑solving, and is comfortable working across servers, applications, and mixed‑architecture environments. The CS Engineer will coordinate closely with R&D Product, Solutions, and Professional Services teams to resolve issues quickly and accurately, while providing polished and professional communication to customers at every step.

Responsibilities

• Manage the full ticket lifecycle (intake → triage → resolution → closure) in alignment with ITIL‑based support processes, ensuring timely and accurate resolutions.
• Troubleshoot issues across on‑premise platform applications, server environments, integrations, and legacy systems—performing detailed diagnostics, log analysis, and root‑cause investigations across application, middleware, and server layers.
• Work hands‑on with Windows and Linux servers, reviewing services, configurations, logs, and performance metrics to identify and resolve system‑level issues.
• Support web technologies, REST APIs, SQL queries, and system configurations to analyze failures, validate behaviors, and assist with environment‑specific troubleshooting.
• Collaborate with R&D Product, Solutions, and Professional Services teams to reproduce defects, validate product behaviors, support deployments/upgrades, and assist with customer‑specific configurations.
• Prepare clear, professional customer‑facing communications—including status updates, technical explanations, and incident summaries—tailored for technical and non‑technical audiences.
• Maintain internal technical resources such as runbooks, troubleshooting guides, and knowledge base articles to ensure accurate and up‑to‑date documentation.
• Enhance and streamline support workflows using low‑code/no‑code capabilities within BizFlow M—building autom