to support our Dealer Management System (DMS). This is a customer-facing, technical support role focused on diagnosing and resolving complex software issues on IBM server environments. You will become part of a growing support team that will eventually serve as the

primary customer support group during North American off-hours (EST)

This role requires strong analytical and communication skills, technical troubleshooting ability

across SQL, Java, and Tomcat

, and a willingness to learn the legacy

Green Screen interface

IBM iSeries

As a Technical Support Engineer at VitalEdge, you will:

Play a
critical role in customer success and product reliability
.
Gain domain knowledge in a specialized enterprise product used by leading dealerships.
Learn both legacy and modern tech stacks,
expanding your technical breadth
.
Work in a hybrid and collaborative environment with a strong focus on
training, mentoring, and growth
.

Job Role: Technical Support Engineer

Primary Skills:

Customer Service, IBM Servers, Green Screen, SQL, Analytical skills, Strong written and verbal communication, ability to work in a team environment and independently as required. Ability to understand and meet Key Performance Indicators. Problem solving and conflict resolution.

Responsibilities

Provide technical support to customers via phone, web chat, and ticketing system.
Create and maintain case logs, monitor resolution timelines, and communicate case status.
Troubleshoot application issues, including software defects, database processing blocks, and configuration errors.
Deliver timely analysis and support
especially during off-hours where urgent customer response is required
.
Apply VitalEdge s support case resolution process, including triaging, documenting, and escalating when necessary.
Collaborate with senior support staff and service readiness teams during and after training.
Participate in continuous learning to stay current on product and process updates.
Contribute to process improvement and knowledge-sharing within the team.
Perform other support-related tasks and projects as assigned.

Requirements:

4+ years
of experience in a technical support or application support role, preferably in a SaaS or enterprise software environment.
Hands-on expertise with:
1. Tomcat application servers
2. Java (reading/debugging)
3. SQL and database architecture
Willingness and ability to
learn the IBM iSeries (Green Screen interface)
and related tools such as IBM i Access.
Understanding of web-based application troubleshooting.
Strong verbal and written communication skills.
Experience with ticketing tools (Microsoft Dynamics preferred).
Ability to work independently as well as in a collaborative team environment.
Analytical problem-solving mindset and the ability to prioritize in high-urgency situations.
Degree in Computer Science or a related field is strongly preferred.

Work Schedule and Training

Training Phase (First 3 4 months):
1. Shift:
  1:30pm 9:30pm IST
  - First half: Self-paced learning with assignments
  - Second half: Remote interactive training with senior team members
2. Location:
  Onsite in Mumbai,
  3 days/week
  expected
Post Training Shift Rotation:

5:30am 1:30pm IST (will be work from home)
8:30am 4:30pm IST (will operate in hybrid mode, with work from office 2-3 days a week)
Shift model will be rotational and aligned with our customer s support needs

More Jobs at Vitaledge Technologies

Technical Support Engineer

Kolkata, Mumbai, New Delhi, Hyderabad, Pune, Chennai, Bengaluru

4.0 - 9.0 yrs

INR 3 - 7 Lacs

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Technical Support Engineer

Experience & Salary

Skills Required

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Job Type

Job Description

Technical Support Engineers

primary customer support group during North American off-hours (EST)

across SQL, Java, and Tomcat

Green Screen interface

IBM iSeries

critical role in customer success and product reliability

expanding your technical breadth

training, mentoring, and growth

Job Role: Technical Support Engineer

Primary Skills:

Responsibilities

especially during off-hours where urgent customer response is required

Requirements:

4+ years

Tomcat application servers

Java (reading/debugging)

SQL and database architecture

learn the IBM iSeries (Green Screen interface)

Work Schedule and Training

Training Phase (First 3 4 months):

Shift:

Location:

3 days/week

Post Training Shift Rotation:

More Jobs at Vitaledge Technologies