Internal Software Support Engineer

Job Title: Internal Software Support Engineer Location: Remote (Carribean) Employment Type: Full-time Contract Reports to: Chief Technology Officer Role Overview We are seeking a technically strong, service-oriented Internal Software Support Engineer who will act as the first line of support for internal software systems and websites. This role combines IT and software support, hands-on website development, and solution design, including recommending and implementing software and CRM platforms to improve business processes and internal efficiency. Key Responsibilities Internal Software & Technical Support - Provide Level 1-2 technical support for internal software tools, platforms, and web applications - Troubleshoot system, website, and application issues; identify root causes and implement fixes - Monitor system performance and escalate complex issues when required - Install, configure, and maintain internal software, tools, and user access - Log, track, and resolve incidents using ticketing systems while meeting defined SLAs - Document issues, solutions, and support processes to build internal knowledge bases Website & Application Support - Support, maintain, and update company websites and internal web platforms - Fix bugs, improve performance, and ensure website functionality and uptime - Implement content and feature updates using CMS platforms - Collaborate with product, design, and engineering teams on enhancements and new features - Ensure websites are secure, responsive, and optimized for performance Solution Design & Business Process Optimization - Analyze existing business processes and daily workflows to identify inefficiencies and technology gaps - Creating solutions and recommending software/CRM platforms to optimize business processes and day to day functions - Design and recommend technical solutions to improve productivity, automation, and system reliability - Research, evaluate, and recommend software tools, SaaS products, and CRM platforms to support business needs - Support or lead the implementation, configuration, and optimization of selected tools and platforms - Act as a technical advisor to internal teams by translating business requirements into effective system solutions - Ensure recommended solutions are scalable, cost-effective, and aligned with company goals - Document system configurations, integrations, and best practices for long-term maintainability Collaboration & Process Improvement - Work closely with internal teams to understand system needs and resolve issues efficiently - Assist with system testing, deployments, upgrades, and integrations - Recommend improvements to tools, workflows, and system architecture - Support a culture of continuous improvement and operational excellence Required Qualifications & Skills - 2-4+ years of experience in technical support, software support, or IT support roles - Hands-on experience with website development and maintenance - Working knowledge of HTML, CSS, JavaScript (basic to intermediate) - Experience with CMS platforms (WordPress, Webflow, or similar) - Familiarity with basic backend concepts (APIs, databases, hosting environments) - Strong troubleshooting and problem-solving skills - Ability to communicate technical concepts clearly to non-technical users Preferred / Nice-to-Have - Experience with React, PHP, or Node.js - Understanding of cloud hosting, DNS, and server environments - Exposure to ticketing systems (Jira, Zendesk, Freshdesk, etc.) - Experience evaluating or implementing CRM platforms (HubSpot, Salesforce, Zoho, or similar) - Knowledge of workflow automation and system integrations - Basic knowledge of cybersecurity best practices - Experience working in a fast-paced startup or scale-up environment What We Offer - Opportunity to work in a growing, impact-driven company - Remote working environment - Exposure to both support engineering and development work - Collaborative and supportive team culture - Career growth and learning opportunities