Junior Software Support Engineer

We are looking for a Junior Software Support Engineer to serve as the first point of contact for our internal software systems. You will help employees get the most out of the tools they use every day - triaging issues, writing clear documentation, managing user accounts, and working closely with our development team to improve software quality. This is an excellent opportunity for someone early in their career, including recent graduates, who wants hands-on experience across technical support, reporting, data operations, and quality assurance. This multifaceted role demands a dynamic professional with excellent technical problem-solving skills and a proactive “can-do” attitude.

What You Will Do

Software Support

• Triage and resolve internal software support tickets promptly, providing clear guidance and effective solutions.
• Reproduce and document user-reported bugs with detailed steps, screenshots, and environment details before escalating to the development team.
• Validate database records as part of support ticket investigation and resolution.
• Manage ERP System configurations across internal systems - including account creation, deactivation, and access-level updates.
• Deliver hands-on training sessions when new features or software updates are released.

Documentation

• Create and maintain user-friendly training materials - quick-start guides, FAQs, and walkthrough documents - for internal systems.
• Author feature release documentation to support system updates and communicate changes to end users and stakeholders.

Quality Assurance

• Assist with QA testing of new software releases, with a focus on evaluating UX and UI design, usability, and front-end behavior.
• Coordinate QA testing efforts with our offshore external vendor, including communicating test priorities, clarifying requirements, tracking progress, and helping ensure timely validation of fixes and releases.
• Execute test cases, log defects, and verify fixes before deployment to end users. Perform express lane testing for critical system issues requiring expedited resolution.
• Collaborate with business units and the development team to refine testing procedures and improve the feedback loop between users and engineers.
• What We Are Looking For

• Bachelor’s degree (or equivalent experience/training) in Information Systems, Computer Science, Information Technology, or a related field.
• Intermediate proficiency with Microsoft Excel and the broader Microsoft Office suite.
• Foundational understanding of web-based software and the Software Development Life Cycle (SDLC).
• Strong written and verbal communication skills with a service-oriented mindset.

Preferred (Training Provided)

• Familiarity with T-SQL or Microsoft SQL Server.
• Exposure to web technologies (HTML, CSS, JavaScript).
• Experience with Excel macros or VBA.
• Prior QA or test-automation experience, particularly around UI/UX evaluation.
• Design, develop, and maintain reports using SQL Server Reporting Services (SSRS) or Power BI Reporting Services (PBRS).
• Perform data processing and extraction tasks, including Excel-based data pulls and acquisition data normalization.

Pulled from the full job description Referral program Tuition reimbursement AD&D insurance 401(k) Health insurance 401(k) matching Paid time off, * Competitive compensation

• Excellent medical/dental/vision/life/AD&D insurance
• 401(k) with company match
• Generous paid leave
• Career advancement opportunities

The Metro Group, Inc. is an equal opportunity employer (EEOC-compliant).

Base salary: $42k - $52k

Job Type: Full-time

Pay: $42,000.00 - $52,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance