Job Title: Support Engineer
Type: Permanent
Location: Americas
The Support Engineer owns 2–3 client accounts end-to-end, handling L1–L2 support. Working alongside AI (for triage and resolution suggestions) and L3 Engineering (for deep technical issues), this role acts as the primary client-facing support layer.
Support Engineers build deep client knowledge, contribute to the knowledge base, and continuously improve AI performance through structured feedback. The role includes participation in a 24/7 shift model.
Client Account Ownership
- Manage all support tickets for assigned clients from creation to resolution (L1–L2)
- Develop expertise in client configurations, integrations, payroll rules, and compliance
- Participate in MBRs/QBRs, presenting ticket trends and improvement actions
- Maintain client documentation (configuration guides, data dictionaries, wage types)
- Coordinate with BAU teams for country-specific expertise
Investigation & Resolution
- Triage and resolve issues; escalate to L3 with structured analysis when required
- Meet SLA targets: L1 (1 hr), L2 (4 hrs), L3 escalation (1 business day)
- Assess release notes and deployments for client impact proactively
Knowledge Base & AI Collaboration
- Create and maintain KB articles; ensure every resolved ticket contributes to AI learning
- Review and validate AI-suggested resolutions; provide feedback for improvement
- Ensure all tickets are tagged with structured resolution and root cause data
24/7 Coverage
- Participate in shift rotation for global support coverage
- Handle cross-client tickets during off-shift hours
- Follow structured handover protocols
Core Skills
- Strong troubleshooting and root cause analysis skills
- Familiarity with payroll systems, configurations, and integrations
- Experience with ITSM tools (YouTrack or similar)
- Comfortable working with AI-assisted support tools
- Strong client communication and presentation skills
Experience & Education
- Bachelor’s degree in IT, Business, HR, or equivalent experience
- 2+ years in SaaS support, HRIS, or payroll operations
- Multi-country payroll experience preferred
- Backgrounds in implementation, compliance, or BAU support are a plus
- SLA Compliance: Maintain ≥95% SLA adherence across all tickets
- Ticket Reduction: Reduce client ticket volume by 25% within 90 days
- Knowledge Base: Publish at least 3 KB articles per month
- Training Completion: Complete all client-specific training within 60 days
- AI Feedback: Tag 100% of resolved tickets within 30 days
- Quality: Maintain <10% ticket bounce rate within 60 days