About Innovatum

Innovatum is an enterprise software company serving the medical device, pharmaceutical, and life sciences industries. Our customers build everything from orthopedic implants and surgical robots to ventilators and cancer therapies, and they rely on our software to run mission-critical operations in highly regulated environments. We are a tight-knit team of about 20 people, and we are a proud part of the Banyan Software family of enterprise software companies.

We are in an exciting phase: continuing to support and evolve our established enterprise platform while preparing to launch a new SaaS product in 2027. This role will play a meaningful part in both.

About the Role

We are hiring a mid-level, customer-facing Application Support Engineer to support enterprise customers operating our software in production and non-production environments. This role is primarily customer-facing: you will be the first technical voice our customers hear when something goes wrong, and you will own issues from intake through resolution. Alongside customer support, you will perform software installations and upgrades in customer environments, troubleshoot issues across Windows servers and virtual machines, and work with SQL databases to investigate and resolve data-related problems. SQL is used regularly in this role.

This role is well-suited for someone with strong technical fundamentals, a structured approach to problem-solving, and genuine comfort engaging directly with enterprise customers, including in high-urgency situations.

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.

Location: Atlanta, GA (Hybrid: 3 days in office, 2 days remote)

Employment Type: Full Time

Reports to: Services Manager

Responsibilities

Customer Support and Investigation (approximately 50–60% of the role)

• Serve as the primary customer-facing technical resource for support cases and troubleshooting calls with enterprise B2B customers.
• Confirm impact and urgency, ask effective diagnostic questions, and provide timely, clear status updates throughout the case lifecycle.
• Communicate resolutions in plain language; manage customer expectations professionally, including during production-down or high-urgency scenarios.
• Be prepared to join calls with large enterprise customer teams (up to 15 or more participants) and represent Innovatum credibly under pressure.
• Investigate issues using application logs, Windows Event Viewer, services, scheduled tasks, configuration settings, and basic networking checks.

Installations and Upgrades (approximately 20–25% of the role)

• Perform enterprise software installations, upgrades, and patching in customer environments following documented procedures.
• Validate prerequisites, execute checklists accurately, and complete post-install verification.
• Provide backup coverage for our senior installation resource.

SQL Server Support (approximately 15–20% of the role)

• 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, and 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, providing strong technical evidence and clear reproduction steps.

Qualifications for Success

• 3 to 6 years of experience in enterprise software support, technical support engineering, application support, or a similar customer-facing technical role.
• Demonstrable comfort working directly with enterprise customers: leading calls, managing expectations, and communicating clearly under pressure.
• Solid SQL query skills: comfortable writing SELECT statements with JOINs, filtering, grouping, and aggregations.
• Strong troubleshooting ability in Windows server environments, including log analysis and Windows Event Viewer.
• Ability to access and investigate customer environments via remote tools and VM access.
• Strong written and verbal communication skills, including the ability to explain technical issues to non-technical stakeholders.
• Demonstrated ability to solve ambiguous problems using a structured approach and sound judgment.
• High attention to detail; willingness to read log files line by line when needed.
• Self-motivated with a desire to learn new software, environments, and support processes.

Willingness to ask for help and communicate proactively when stuck.

Required Qualifications

We expect the strongest 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.

Nice-to-Have Qualifications

These are differentiators. Absence does not disqualify.

• Experience in life sciences, medical device, pharma, or other regulated manufacturing environments.
• Experience troubleshooting printing systems: print servers, drivers, queues, and 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.

Core Competencies

• 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.

What We Offer

• Meaningful work supporting customers in mission-critical, regulated industries.
• A small, collaborative team where your contributions are visible.
• Opportunity to grow with us as we launch a new SaaS product in 2027.
• Hybrid work model with 2 work-from-home days per week.
• Competitive benefits package.

Work Authorization & Compensation

This role is based in the United States. We are unable to provide visa sponsorship for this position. This role offers USD 75K - 100K Base and benefits