> Markdown version of [/jobs/ext/554480-technical-support-engineer-innovatum](https://www.wearedevelopers.com/jobs/ext/554480-technical-support-engineer-innovatum). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - Innovatum - **Company:** Banyan Software, Inc. - **Location:** Sugar Hill, GA, United States (Remote available) - **Experience:** Experienced - **Salary:** $75,000.0 - $100,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Artificial Intelligence, Microsoft Azure, Computer Networks, Customer Data Management, Data Manipulation Languages, Data Migration, Database Development, Issue Tracking Systems, Log Analysis, Microsoft SQL Server, Windows Servers, Networking Basics, Print Servers, Windows PowerShell, Standard Sql, SQL Stored Procedures, SQL Databases, SQL Server Agent, Virtual Machines, Backup and Restore, Enterprise Software Applications, System Availability, Bug Reporting, Zendesk, Event Viewer - **Published:** June 5, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=9550cc82b2fac3db ## About the Role Do you have experience in Windows Server administration?, This role is ideal for someone with strong technical fundamentals, an inquisitive problem-solving mindset, and high attention to detail. SQL skills will be used regularly. Deeper database administration knowledge is a plus but not a barrier to entry., * 3 to 6 years of experience in enterprise software support, technical support engineering, systems administration, or a similar customer-facing technical role. * Solid SQL query skills: comfortable writing SELECT statements with JOINs, filtering, grouping, and aggregations (more than just basic SELECT statements). * Strong troubleshooting skills in Windows server environments, including log analysis and Windows Event Viewer. * Ability to access and investigate customer environments via remote and VM access. * Strong written and verbal communication skills, including managing customer expectations and providing clear status updates. * Demonstrated ability to solve ambiguous problems using a structured approach and sound judgment. * High attention to detail and willingness to read log files line by line when needed. * Self-motivated with a strong desire to learn new software, environments, and support processes. * Willingness to ask for help and communicate proactively when stuck., We expect most strong candidates to have these. Minor gaps are addressable through onboarding. * Experience performing enterprise software installations and upgrades, including prerequisites validation and post-install verification. * Familiarity with SQL Server DDL and DML: creating or modifying tables, writing inserts, updates, and deletes. * Exposure to SQL Server operational concepts: Agent jobs, user permissions and roles, backup and restore coordination. * Ability to write intermediate SQL: CTEs, subqueries, or aggregations used to investigate data anomalies. * Experience with ticketing systems (Freshdesk or similar) and remote support tools., * Experience in life sciences, medical device, pharma, or other regulated manufacturing environments. * Experience troubleshooting printing systems (print servers, drivers, queues, network printers). * Familiarity with SQL Server high availability concepts: merge replication or Always On Availability Groups (basic architecture, monitoring, common issues). * Exposure to Microsoft Azure: supporting Windows and SQL workloads, basic VM management, networking, and storage. * SQL and database development experience: writing or troubleshooting stored procedures, triggers, or functions. * PowerShell scripting experience., * Inquisitive problem-solver: You form hypotheses, test them, and use evidence to converge on a fix. * Customer-first communicator: Clear updates, good questions, realistic next steps. * Ownership mindset: You drive issues end to end, including follow-up and documentation. * Patient learner: Our software is mature and our industry is niche. Expect a real learning curve in the first year. We will support you, but you need to bring curiosity. ## Description We are hiring a mid-level, customer-facing Technical Support Engineer to support customers operating our enterprise software in production and non-production environments. You will perform installations and upgrades, troubleshoot issues across Windows servers and virtual machines, and communicate clearly with customers from intake through resolution., You will join a small, cross-functional team where everyone contributes. Average ticket load is roughly 3 to 4 active cases per engineer at any time. After-hours coverage is rare, supported by a third-party answering service and a hierarchy call list, with only a handful of after-hours calls per year., Installations and Upgrades (approximately 20 to 25% of the role) * Perform enterprise software installations, upgrades, and patching in customer environments. * Validate prerequisites, follow documented procedures, and complete post-install verification. * Provide backup coverage for our senior installation resource. Customer Support and Investigation (approximately 30 to 40% of the role) * Serve as a primary customer-facing technical resource for support cases and troubleshooting calls. * Confirm impact and urgency, ask effective diagnostic questions, and provide timely status updates. * Explain resolutions in customer-friendly language. * Investigate issues using application logs, Windows Event Viewer, services, scheduled tasks, configuration settings, and basic networking checks. SQL Server Support * Write and run queries to validate data and identify anomalies (joins, filtering, grouping, aggregations). * Perform basic DDL and DML as permitted: create or modify tables, insert, update, delete records. * Review SQL Server Agent jobs, check permissions, and monitor basic database health, with guidance available for less common tasks. Data Migration Support (growing over time) * Assist senior team members with customer data migration projects as you become familiar with the system. Documentation and Collaboration * Document troubleshooting steps, evidence, and outcomes in tickets. * Contribute to internal knowledge base articles. * Collaborate with implementation and engineering teams on escalations with strong technical evidence and clear reproduction steps., This role is based in the United States. We are unable to provide visa sponsorship for this position. Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance. Recruitment Notice Banyan Software may use artificial intelligence (AI) tools to assist in screening and/or assessing applicants during the recruitment process. All hiring decisions are made by our team. Personal information submitted through your application will be collected and used for recruitment purposes in accordance with applicable privacy laws. Contact us at any time with questions about our process or to request accommodation. Beware of Recruitment Scams We have been made aware of individuals fraudulently posing as members of our Talent Acquisition team and extending fake job offers. These scams may involve requests for personal information or payment for equipment. Protect yourself by following these steps: * Verify that all communications from our recruiting team come from an @banyansoftware.com email address. * Remember, employers will never request payment or banking information during the hiring process. * If you receive a suspicious message, do not respond - instead, forward it to careers@banyansoftware.com and/or report it to the platform where you received it. ## Related Videos - [How building an industry DBMS differs from building a research one](https://www.wearedevelopers.com/videos/768-how-building-an-industry-dbms-differs-from-building-a-research-one) - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [Unsolved mysteries between Usability and Accessibility in iOS](https://www.wearedevelopers.com/videos/737-unsolved-mysteries-between-usability-and-accessibility-in-ios) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [Hacking MSSQL on Cloud. 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