Job Details

Description

Job Summary:

mPulse is seeking a Product Support Engineer who is passionate about maintaining business operations and solving complex customer problems. This role serves as a technical liaison between our clients and internal teams, providing advanced support and scalable solutions for our enterprise Software-as-a-Service (SaaS) platform. The Product Support Engineer will work closely with engineering, professional services, and operations teams to diagnose, resolve, and prevent issues that impact platform reliability and customer satisfaction

Duties/Responsibilities:

• Own customer-reported issues through resolution, ensuring high-quality support and communication.
• Troubleshoot, diagnose, and resolve system issues, collaborating with engineering and operations as needed.
• Escalate unresolved issues following established procedures and workflows.
• Maintain a “whole customer” perspective in issue tracking and resolution strategies.
• Ensure proper issue documentation, tracking, and status updates in support systems.
• Provide prompt, clear, and accurate feedback to clients.
• Manage multiple active issues, prioritize tasks, and maintain timelines for resolution.
• Generate and deliver timely incident and root cause analysis reports.
• Participate in process improvement discussions and suggest platform and usability enhancements.
• Document technical knowledge, solutions, and procedures in internal knowledge bases.
• Maintain strong, positive client relationships and uphold service excellence standards.

Skills/Abilities/Experience:

• 3–5 years of experience supporting a commercial SaaS product.
• Strong problem-solving and analytical skills with proven diagnostic ability.
• Proficiency with Java, J2EE, XML, SOAP, and SQL tools.
• Hands-on experience with Linux systems and shell scripting.
• Deep familiarity with SQL, including Oracle or other enterprise-class RDBMS.
• Experience working with Java application servers in production environments.
• Understanding of AWS cloud infrastructure and related services.
• Excellent written and verbal communication skills.
• Customer-oriented with the ability to manage high-pressure situations professionally.
• Previous experience in healthcare applications or environments is a plus.

Minimum Qualifications:

• Bachelor’s degree in Computer Science or related field (or equivalent practical experience).
• 3+ years of experience in technical support or product support roles.

Physical Requirements:

• Ability to stand and sit for extended periods.
• Ability to lift 10 lbs. weight.

Qualifications

Behaviors

Motivations

Education

Experience

Licenses & Certifications

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.