Customer Support Engineer; Computer Science Background

Overview

Customer Support Engineer

Location: Falls Church, VA (on-site in office, with partial telework flexibility)

Employment: Full-Time | Permanent

Are you a fast learner who thrives in a collaborative environment and loves helping others with technology? Biz Flow is seeking a proactive and technically skilled Customer Support Engineer to provide hands-on support for our platform-based applications. This role focuses on troubleshooting, technical analysis, and resolving customer issues in alignment with ITIL best practices. The ideal candidate is a fast learner who thrives in collaborative environments, enjoys problem-solving, and is comfortable working across servers, applications, and mixed-architecture environments.

The CS Engineer will coordinate closely with our R&D Product, Solutions, and Professional Services teams to resolve issues quickly and accurately, while providing polished and professional communication to customers at every step. If this resonates with you, we’d love for you to apply!

• Manage the full ticket lifecycle (intake → triage → resolution → closure) in alignment with ITIL-based support processes, ensuring timely and accurate resolutions.

• Troubleshoot issues across on-premise platform applications, server environments, integrations, and legacy systems—performing detailed diagnostics, log analysis, and root-cause investigations across application, middleware, and server layers.

• Work hands-on with Windows and Linux servers, reviewing services, configurations, logs, and performance metrics to identify and resolve system-level issues.

• Support web technologies, REST APIs, SQL queries, and system configurations to analyze failures, validate behaviors, and assist with environment-specific troubleshooting.

• Collaborate with R&D Product, Solutions, and Professional Services teams to reproduce defects, validate product behaviors, support deployments/upgrades, and assist with customer-specific configurations.

• Prepare clear, professional customer-facing communications—including status updates, technical explanations, and incident summaries—tailored for technical and non-technical audiences.

• Maintain internal technical resources such as runbooks, troubleshooting guides, and knowledge base articles to ensure accurate and up-to-date documentation.

• Enhance and streamline support workflows using low-code/no-code capabilities within Biz Flow M—building automations, routing logic, and templates to improve support efficiency.

• Monitor system health metrics to identify patterns, recurring issues, and risks, contributing to continuous improvement efforts across tools, processes, and support practices.

• Provide status updates, incident reports, and executive briefings that translate technical details into clear business language.

• Champion low-code/no-code support, using Biz Flow M to streamline support workflows (automations, routing, templates) and reduce time-to-resolution.

• Maintain knowledge assets: playbooks, runbooks, FAQs, and internal KB articles; ensure versioning aligns with product releases.

• Monitor system & service health: track patterns, escalate risks, and coordinate mitigations ahead of customer impact.

• Drive continuous improvement: post-incident reviews, root-cause analysis, and process updates across tools and workflows.

• Education:
  
  Bachelor’s degree in Computer Science, Software Engineering, or a related technical discipline.

• 2+ years in customer support, technical support, or client enablement for enterprise software.

• Familiarity with ITIL framework and structured support processes.

• Experience supporting on-premise applications, including server-level troubleshooting.

• Demonstrated excellence in polished, professional customer communications—written and verbal—tailored for both technical and executive audiences.

• Experience with modern ticketing systems (e.g., Zendesk).

• Working knowledge of web technologies (HTML/CSS/JavaScript, REST APIs) and SQL for basic troubleshooting.

• Proven ability to collaborate across R&D/Product, Solutions, and Professional Services teams to resolve complex customer issues.

• Strong troubleshooting, analytical, and diagnostic skills to…