Delivery & Support Engineer

Description

The Delivery & Support Engineer is responsible for delivering high-quality technical and application support external users by troubleshooting issues, analyzing system behavior, and providing timely, effective resolution. This role requires someone who can quickly learn new systems and tools, communicate clearly with customers and team members, and manage multiple priorities in a fast-paced support environment.

The ideal candidate is a strong problem solver with attention to detail, a customer-focused mindset, and the ability to work through high-volume support requests with accuracy and professionalism. This is a five-day in-office role that requires some flexibility in scheduling to help support customer requests, team coverage, and multiple U.S. time zones.

Responsibilities

• Provide phone, email, and web-based support for technical and software-related issues.
• Troubleshoot user, system, and application issues and work toward timely resolution.
• Analyze reports, forms, workflows, and system behavior to identify root causes of issues.
• Communicate clearly with customers and internal teams to manage expectations and provide updates.
• Escalate more complex issues appropriately while maintaining ownership through resolution.
• Support users with data corrections, system usage questions, and best-practice guidance.
• Document incidents, troubleshooting steps, resolutions, and recurring issues.
• Contribute to support documentation, knowledge base articles, and internal process improvements.
• Learn and maintain working knowledge of supported systems, software functionality, and related tools.
• Assist with testing fixes, reviewing new functionality, and validating issue resolution.
• Provide training or guidance to end users as needed, including through virtual sessions or written instructions.
• Support multiple incoming requests while prioritizing based on urgency and business impact.
• Perform other support-related duties as assigned.

What We're Looking For

• Quick learner who can rapidly understand new systems, processes, and tools.
• Strong problem-solving and troubleshooting skills, with the ability to think logically and work through issues methodically.
• High attention to detail and accuracy when reviewing cases, data, and support documentation.
• Ability to work well under pressure and manage multiple issues at the same time.
• Comfortable handling high-volume, and at times repetitive, support tasks while maintaining quality.
• Strong written and verbal communication skills, especially when explaining technical information to non-technical users.
• Customer-focused mindset with a professional, responsive, and solutions-oriented approach.
• Strong organizational skills and the ability to follow through on open issues.
• Ability to work independently while also collaborating effectively with a team.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent technical background/training.
• Demonstrated technical aptitude and ability to learn software, systems, and support tools quickly.
• Familiarity with general IT support concepts such as user support, issue tracking, troubleshooting, and system navigation.
• Proficiency with computers and standard business software, including Microsoft Office.
• Ability to analyze information, identify issues, and recommend practical solutions.

Preferred Skills

• Experience or coursework in technical support, help desk, application support, or customer-facing technology roles.
• Exposure to troubleshooting business applications, software systems, or workflows.
• Basic understanding of databases, tables, fields, and relational data concepts.
• Familiarity with SQL or experience querying data is a plus.
• Exposure to web or software technologies such as HTML, XML, XSL, .NET, or related tools is helpful.
• Experience with network troubleshooting fundamentals.