Remote Customer Support Engineer Jobs in Decatur, GA

ESSENTIAL FUNCTIONS:

• Troubleshoots complex enterprise application issues by analyzing system logs, error reports, and integration traces; performs root cause analysis on performance bottlenecks, application errors, and service disruptions; documents technical resolutions in knowledge repositories. 20%

• Contributes to IT project teams by assisting in the design, configuration, and rollout of enterprise applications, integration solutions, and system upgrades; provides support for mobile application rollout activities as needed, aligned with broader deployment initiatives. 20%

• Assists in planning and executing release cycles by coordinating with cross-functional teams, validating build integrity, performing pre- and post-deployment testing, and documenting release activities; provides periodic support for mobile application deployment through enterprise distribution pipelines. 15%

• Monitors and optimizes application performance across Windows and Linux environments by leveraging monitoring tools, log aggregation platforms, and alerting frameworks; performs patching, security updates, and release validation for enterprise applications, with as-needed support for mobile deployment workflows. 15%

• Identifies inefficiencies in workflows and system operations, recommending and implementing technical process improvements such as scripting, automation, or tool integration; ensures documentation reflects revised technical standards. 10%

• Collaborates with Service Desk, Network Operations, and Infrastructure teams to provide Tier 2/3 escalation support for enterprise applications; performs advanced incident triage, contributes to problem management activities, and supports root cause investigations; provides targeted support for mobile-related incidents as-needed. 10%

• Develops and maintains operational documentation, including runbooks, environment configuration guides, and deployment procedures to ensure consistency in application and integration support; includes steps for mobile deployment support where applicable. 10%

EXPERIENCE/QUALIFICATIONS:

• Minimum Degree Required: Associate Degree

• Preferred Degree: Bachelor's Degree

• Certificate(s) or License(s): Relevant IT certifications preferred (e.g., Boomi, Linux+, Microsoft, AWS, ITIL).

• Years of experience: 3 years in IT support or application/system administration.

KNOWLEDGE, SKILLS, AND ABILITY:

• Administers and optimizes Windows and Linux environments, including server provisioning, patch management, and advanced command-line operations; leverage virtualization platforms (Azure, VMware) to deploy, scale, and maintain high-availability application hosting environments.

• Designs, develops, and maintains automation scripts (PowerShell, Bash, Python) and implements Power Automate workflows to orchestrate system processes, integrates disparate systems, and improves operational efficiency and consistency.

• Executes SQL data queries and database diagnostics to support troubleshooting, reporting, and integration validation across enterprise applications.

• Configures, deploys, and maintains integration platforms and APIs (e.g., Boomi, REST, SOAP), ensuring secure, reliable, and performant inter-system communications.

• Supports SDLC and DevOps practices, including version control, CI/CD pipeline configuration, automated testing, and release management; provide periodic support for mobile application deployment through enterprise distribution pipelines.

• Applies advanced analytical and problem-solving techniques to diagnose and resolve complex issues affecting enterprise and mobile platforms, including multi-tier application dependencies.

• Effectively communicates technical concepts to both technical and non-technical stakeholders while managing multiple concurrent projects in fast-paced enterprise environments.

TRAVEL REQUIREMENTS:

• Occasional travel- 10-15% - may be required for department or program/project meetings, vendor management, or enterprise workshops.

PHYSICAL REQUIREMENTS:

• Frequent sitting and use of computer equipment

• Occasional standing, walking, bending, and lifting materials up to 10 lbs.

• Availability and ability to work after hours, weekends, holidays, etc. as needed, to be on call and/or to fulfill job responsibilities and requirements.