Solution Support Engineer (Remote - US)

You will understand the product and processes at all levels, as well as customer environments across heterogeneous operating environments. You will be comfortable speaking with security teams as well as customer operation teams. Candidates must have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and the ability to work in a fast-paced team-focused environment.

• Provide our customers with world-class support when they experience issues with our products.
• Ability to work with empathy and sense of urgency to deliver solutions to meet customer needs.
• Support is available 24x7x365, which involves working in shifts and on-call rotations on weekends and holidays.
• Proactively manage a queue of support cases.
• Identify, troubleshoot, and quickly resolve technical issues via Teams, e-mail, and phone
• Maintain a high level of professionalism with customers and work to establish yourself as a trusted advisor to our customer base.
• Document all customer interactions, including details of reported issues, inquiries, actions taken, and next steps.
• Devise, design, and validate potential solutions for customers.
• Collaborate cross-functionally with professional services, customer success, product management, R&D and other departments to achieve elegant solutions.
• Provide recommendations for continual improvement.
• Work alongside other engineers on the team to elevate each other’s skills.
• Escalate urgent issues to appropriate internal teams.
• Creation of new and maintenance of knowledgebase articles to further customer enablement.
• Configuration and script review for reported issues to identify and recommend resolutions.
• Contribute updating relevant procedures and processes.

• Bachelor’s degree in computer science, software engineering, or related field or 5+ years of direct experience in lieu of degree considered
• 3+ years’ experience working within a support role (Preferably on global teams and within a product support team)
• Linux and Windows system administration.
• Python/Jython scripting.
• Familiarity with basic DatabaseAdministration (preferred MySQL or MSSQL knowledge)
• Familiarity with Java.
• Experience with test-driven development and automated testing frameworks.
• Ability to prioritize and deliver on multiple competing priorities with little supervision.
• Cloud deployment and troubleshooting for Cloud hosted SaaS deployments.
• Methodical technical troubleshooting skills.
• Must have attention to detail: demonstrate outstanding organizational skills, maintaining accurate incident documentation, strong ability to follow through on issues until resolution

ETQ Reliance, part of Octave, is the leading provider of quality, EHS and compliance management SaaS software, trusted by the world’s strongest brands. More than 600 customers globally, spanning industries such as pharmaceuticals, electronics, heavy industry, food and beverage, and medical devices, benefit from ETQ Reliance to secure positive brand reputations, enable higher levels of customer loyalty and enhance profitability. ETQ Reliance offers built-in best practices and powerful flexibility to drive business excellence through quality., Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.

Octave has more than 7,000 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn.

Why work for Octave?

All in. Always forward. That’s the way we do things around here. We put trust in our people because we believe it’s the best way to unleash potential, bring ideas to life, and keep moving ahead. And it’s why we’re committed to creating an environment that’s truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world., At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don’t discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.