Senior Technical Support EngineerLocation: Remote (US)
About the roleGlobal Support provides fast, agile, reactive and proactive technical support to our customers, most of whom use Software AG technology in mission-critical business implementations. The division supports a variety of large multinational companies through our interconnected global network of experienced engineers, with the primary goal of maximizing customer satisfaction.
As part of the Global Support team, our engineers are the primary point of contact for Software AG customers with technical issues, and they work closely with R&D and other colleagues to ensure customer success. We are looking for candidates for a Senior Technical Support Engineer position in the Adabas & Natural product line.
YOUR TASKS- Provide professional, courteous and prompt technical support to customers and internal staff to ensure the highest levels of customer satisfaction
- Research technical issues using problem-analysis techniques, knowledge base research, problem simulation, cross-functional collaboration and other skills
- Manage customer escalations associated with complex problems from a technical point of view
- Show initiative and aptitude in acquiring and improving skills on Software AG products and platforms, as well as supporting technologies
- Help improve our customer self-service knowledge base by creating and publishing technical articles
- Set up specialized technical environments to reproduce problems as needed
YOUR PROFILE- You have a bachelor's degree or higher in Computer Science, or equivalent work experience
- You have proven experience in a customer service or support role (e.g., direct end-user contact or support)
- Experience with Adabas and Natural is preferred.
- You have in-depth technical knowledge of mainframe z/OS and/or Windows/Linux operating systems
- You are a problem solver who welcomes the challenge of finding solutions to complex issues
- You are a team player who enjoys working in a stimulating, international environment that offers many opportunities to strengthen your technical skills through a generous training program
- You collaborate well with multicultural colleagues and customers, and show a "customer first" commitment in your work
SKILLS- In-depth knowledge of z/OS or Windows/Linux operating systems
- Knowledge of Adabas and Natural core products
- Knowledge of one or more programming languages (e.g., Natural, Java, C++, COBOL) is a strong plus
- Excellent interpersonal and written communication skills
- Strong ability to solve complex technical problems, prioritize customer issues and manage multiple requests and expectations at once
- Ability to support customers by phone, web and email
- In-depth diagnostic and debugging skills
Application deadline: 12/15/2026
What's in it for you?CompensationThe annual base salary range for this position is $110,000-$125,000. This position is also eligible for a 10% discretionary annual bonus in accordance with the relevant plan documents and award agreements.
Benefits- Company-paid holidays, sick leave and vacation time
- Paid family leave and other leaves of absence
- Community Service Day
- Medical, dental, vision, FSA/HSA, life insurance and pet insurance
- 401(k) plan with up to 5% employer match
- Wellness program
- A one-time hybrid work payment to upgrade your home office
- An Employee Assistance Program to support you through some of life's most common but difficult challenges
