Support Systems Engineer

About Our Client

The organization operates within the medical technology sector, focusing on maintaining and improving core business applications integral to operational efficiency. It addresses challenges related to the stability and integration of multiple software platforms essential for business workflows.

About the Opportunity

The Support Systems Engineer role is responsible for ensuring the reliability and functionality of key business applications and their integrations. This position serves as a critical escalation point for technical issues, supports system performance, and collaborates with multiple teams to enhance operational stability and efficiency.

Responsibilities

• Act as escalation point for technical issues involving core business applications such as Zoho, Monday.com, NetSuite, Jira, Zapier, and related integrations.
• Diagnose and resolve complex platform and workflow issues.
• Monitor system performance and respond proactively to alerts.
• Maintain and improve system configurations, automations, and integrations.
• Manage incident response for business applications and coordinate resolution efforts.
• Support API troubleshooting and system integration improvements.
• Ensure accurate ticket management following established standards.
• Develop and maintain documentation, knowledge articles, and runbooks.
• Collaborate with support, engineering, and operational teams to enhance system reliability and implement improvements.

Requirements

• Experience supporting and troubleshooting SaaS platforms including Zoho, Monday.com, NetSuite, Jira, and Zapier.
• Proficiency in diagnosing integration and workflow automation issues.
• Strong incident management and escalation handling skills.
• Familiarity with monitoring tools like DataDog.
• Ability to document technical processes and maintain knowledge bases.
• Effective communication skills for cross-team collaboration.