Senior Support Engineer(B2Bi)

This position is 100% remote anywhere in the US

Overview:

Senior Support Engineers are driven to solve complex issues and provide solutions to make our customers successful. Our customers depend on the highly skilled technical engineers in our software product support group to help drive the success of their B2B investments, including Sterling B2B Integrator. Candidates should have strong problem-solving skills and technical depth. Excellent planning and communication skills are a must for case management.

What you will do:

• Provide world-class technical support over the phone, remote desktop connections, and through case management systems. This includes meeting Service Level Objectives, updating stakeholders in a timely manner, and documenting critical information.
• Investigate, analyze, and solve complex problems occurring on a wide range of platforms, software systems, and databases.
• Understand the complexities of enterprise systems and be able to determine if the cause of an issue is within the product, third party libraries, user developed code or jobs, or platform libraries.
• Continuously learn new technology, tools, systems, and share that knowledge within the team.
• Contribute to comprehensive internal and external knowledge Base documentation for use by both customers and team members.
• Debug and provide recommended solutions and tools to address product issues and enhancements.
• Periodic weekend and late shifts for time zone coverage and on-call support.

What we are looking for:

Required:

• Bachelor’s or master’s degree in computer science or related field (Equivalent work experience will be accepted in place of the education requirement).
• A minimum of 5 years providing technical support over the phone, remote desktop connections, and through case management systems.
• Experience supporting, developing, or managing Sterling B2B Integrator or Sterling File Gateway is highly desired. Excellent communication (oral and written), strong interpersonal/customer relations skills, and exceptional analytical and troubleshooting skills. Self-motivated and enthusiastic when working with difficult problems and tight deadlines.
• Specific technical or software skills required
  • Understanding of networking design principles and protocols such as TCP/IP, HTTP/S, S/FTP, SMTP, AS2, and others.
  • Strong debugging and problem-solving skills.
  • Distributed computing experience, including networked clustering, cloud services, and load balancing.
  • Operating system (AIX, RHEL, Windows, RHOCP) knowledge and administration.
  • Database systems (Oracle, Microsoft SQL Server, DB2, ODBC and JDBC protocols).
  • Docker, Kubernetes, OpenShift, or other virtualization technology.

AI Skills/Knowledge: 

• Applies AI tools to analyze logs, error messages, and diagnostic outputs.
• Uses AI-generated scripts, queries, and troubleshooting workflows to accelerate problem resolution.
• Understands the limitations of AI-generated technical recommendations and validates results.
• Experience using tools such as Microsoft 365 Copilot

Preferred Skills: 

• Understanding of database management systems including relational database design principles, tuning, SQL execution, and configuration. Knowledge of NoSQL distributed databases such as Cassandra
• Experience reading and/or writing C, C++, Java, or other object-oriented languages.
• Detailed knowledge of one or more of the following technologies is a plus:
  • Experience supporting, developing, or managing Sterling B2B Integrator, Sterling File Gateway, Partner Engagement Manager
  • UNIX/Linux (AIX, Red Hat EL, Solaris, HP-UX) and Windows knowledge and administration.
  • Database systems (Oracle, Microsoft SQL Server, DB2, JDBC).
  • Messaging system tools such as JMS or IBM MQ
  • B2B communication protocols such as AS2, SWIFT, Connect:Direct, and older protocols ldap, sftp, ftp, https with both server and client authentication.

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