About the role

Support Engineer resolving CRM, integration, and data issues for dealer management software. Supporting equipment dealerships through SQL diagnostics, APIs, monitoring, and AI-assisted workflows.

Responsibilities

Triage, investigate, and resolve technical support tickets across CRM, data, integration, and configuration issues
Use SQL, logs, APIs, and application monitoring tools to identify root causes and validate fixes
Support integrations with dealership management systems and troubleshoot sync failures, data mapping issues, and configuration problems
Communicate proactively with dealers and internal teams, providing clear updates, timelines, and resolution notes
Manage escalations, document findings, and work closely with development, product, and customer success teams
Help build AI-assisted workflows for ticket classification, diagnostic support, customer communication, and repeatable configuration fixes
Create and maintain knowledge base content, runbooks, and process documentation for recurring support issues

3–5 years of experience in technical support, application support, platform operations, or a hybrid support/development role
Strong SQL skills and experience using queries to investigate data issues, trace sync problems, and validate records
Experience reviewing application logs or using monitoring tools such as Azure Application Insights or similar platforms
Comfort troubleshooting APIs, integrations, request/response flows, and system handoffs
Ability to read code, such as C# or a similar language, well enough to understand application behavior and support root cause analysis
Strong written communication skills and ability to explain technical issues clearly to technical and non-technical audiences
Process-improvement mindset with interest in automation, AI tools, and building better support workflows