Technical Support Engineer



IT, Customer Service
Boston, MA, USA
Posted on Wednesday, April 12, 2023


We are a global leader in Invoice Automation and Payment Monetization that provides large enterprises and small-to-medium business with business technology solutions. We are experiencing explosive growth and are seeking energetic, enthusiastic, smart, talented, people-oriented professional to join our Global Product Support team and work within a group of technical support engineers who are focused on helping customers be successful adopting and using Inspyrus software.


  • Providing quality and timely support to customers per the severity of the issue and the contractual SLA in a fast pace environment
  • Triage, troubleshoot and resolve problems reported by customers
  • Debug and test SQL queries that integrate with external data sources
  • Respond to and resolve alerts received from our monitoring tool in a timely manner
  • Have professional written and verbal interactions with customers detailing out solutions to their needs
  • Take ownership of technical issues and work with our services or development groups to resolve complex / advanced issues when necessary
  • Create knowledge-based articles and documentation to help other support team members and customers help themselves
  • Work with our services, development and product management teams to help communicate customer needs and urgency
  • Participate in weekend on-call rotations


The successful applicant will possess the following requirements (items are required unless noted otherwise):

  • Strong SQL skills
  • Excellent analysis, debugging and troubleshooting skills, and persistence in problem solving
  • Strong problem-solving skills, ability to think through complex problems and come up with creative remediation solutions
  • Strong analytical capability
  • Experience with Oracle Webcenter Capture & Forms Recognition, Unix/Linux, Oracle DB, SQL Developer tools
  • Excellent written and verbal communication skills
  • Strong drive and self-guidance for doing what is right for our customers
  • Adaptable to new processes, methods and tools


  • Hands-on experience with SQL, PL/SQL, SQL Developer
  • Hands-on experience using Issue Tracking/Management system like JIRA
  • Hands-on experience using JDeveloper, Eclipse or similar IDEs a plus
  • With Oracle Fusion Middleware a plus
  • With Oracle WebCenter Imaging a plus
  • With Java a plus

Minimum Qualifications

  • Bachelor's Degree
  • Relevant Experience or Degree in: Bachelor's degree or the equivalent of training and experience
  • Typically Minimum 6 Years Relevant Exp
  • Includes consulting with clients to meet business needs

Preferred Qualifications

  • Microsoft Office to include writing macros in Excel
  • Typically Minimum 4 Years Relevant Exp
  • In the credit card industry