Software Product Support Engineer

VC3, an innovative and growing IT services solution provider, headquartered in Columbia, SC is seeking a Software Product Support Engineer to join our Enrich [Academic] Product Team. As a Software Product Support Engineer you will work with our product manager and software developers to provide escalation support for our clients consisting of school districts in South Carolina, as well as perform software testing and other related tasks.

Here's what you'll be responsible for:
  • Troubleshoot and resolve application specific issues as escalated to the academic product team from Tier 1 & 2 support.
  • Provide basic system troubleshooting and resolution for Windows Server, SQL Server and key features used as part of the application.
  • Manage the overall support workflow, ensuring proper escalation to developers or key personnel.
  • Perform testing of application features and fixes as needed for releases
  • With proper training, perform installation/configuration of the application environment, including integration with external systems to include LDAP and school districts' Student Information System (SIS).
  • Maintain process documentation for key functions.
  • Provide periodic product training for clients as requested.
Here's the background we think will make you successful:
  •  3-5 years of related experience
  • Server administrator skills – IIS, networking, security, Windows, SQL Server
  • General troubleshooting and problem solving skills
  • Ability to write basic SQL server queries
  • Excellent verbal and written communication skills
  • Must be able to self-direct daily work and prioritize a queue of work

Helpful but not required:

  • Intermediate SQL server skills
  • Read and understand source code in order to understand product functionality and identify causes of bugs
  • Software testing experience
  • Ability to write product documentation/online help
  • Knowledge of the .NET Framework including C# and ASP.NET
  • Knowledge of K-12 school environments
  • Training/public speaking experience (small group)
And, here is some additional info you will want to know:
  • Work schedule: Monday through Friday, 8am-5pm  
  • Applicant selected will be subject to department of motor vehicles, credit, and criminal background checks  
  • VC3 offers great benefits, including:
    • National health insurance coverage with two plan options
    • FSA (flexible spending account) for health and/or dependent care
    • HSA (health savings account)
    • Vision and dental plans for you and your dependents
    • 100% company paid basic life and long-term disability insurance
    • 401k with a company match
    • And more!

Job Location
Remote
Remote work possible
Date posted
July 18, 2022
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Position: Software Product Support Engineer

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