Associate Technical Support Engineer

ARIS is a Process Intelligence company that helps organizations discover, create, and transform their processes to deliver measurable business outcomes and scale AI with confidence.

It combines process design, real execution insight, and AI-driven optimization in a single, integrated platform-enabling organizations to build a governed digital twin of their operations, understand how work actually happens, and continuously deliver value across the enterprise.

By providing the process foundation, visibility, and governance required for AI adoption, ARIS enables businesses to deploy and scale Agentic AI safely and effectively, ensuring agents operate on trusted processes, data, and controls.

With over 30 years of expertise and recognition from leading analysts such as Gartner and Forrester, ARIS is trusted by global enterprises to turn process intelligence into real business impact.

For more information, visit www.ARIS.com and follow ARIS on LinkedIn.

Be you, join us.

We are seeking a motivated and skilled Technical Support Engineer, who is located in the Central/East Coast time zone to join the ARIS Global Support team in the US. This position is fully remote.

As part of a dynamic and collaborative team, you will contribute to the ongoing success of ARIS by helping users effectively utilize our business process management and process mining solutions and by supporting continuous service improvement and transformation initiatives.

Essential Functions

• Be part of our international ARIS Global Support team
• Handle customer inquiries via ticket system, e-mail and phone to address product and technical issues efficiently
• Provide guidance on ARIS product features, functionality and troubleshooting
• Ensure proactive communication and timely, clear and friendly responses to achieve customer satisfaction
• Diagnose and troubleshoot product-related issues to identify root causes
• Assist customers in problem-solving by applying product and technical knowledge
• Work with logs, scripts or configurations to identify solutions
• Develop a deep understanding of ARIS product’s architecture, functionality and configuration options
• Keep up-to-date with product releases and improvements to provide relevant support to our customers
• Collaborate closely and proactively with other global ARIS teams (Engineering, Cloud Operations, Product Management and Customer Success Management)
• Identify patterns in support requests to proactively address recurring issues
• Contribute to improving support processes and workflows to enhance efficiency and response times
• Actively participate in training sessions and knowledge-sharing initiatives to refine best practices
  
  

Minimum Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Technology or equivalent experience
• Experience in customer support or a technical support role in a software or tech environment
• Familiarity with troubleshooting software issues and working with logs
• Strong commitment to providing an exceptional customer experience
• Ability to listen actively, communicate empathetically and address customer issues patiently and professionally
• Excellent verbal and written communication skills in English, able to explain complex technical concepts to a non-technical audience
• Comfortable in navigating customer interactions, even in challenging situations
• Willingness to learn and understand product details
• Eager to stay informed about product updates and integrate this knowledge into support practices
• Analytical thinking, strong problem-solving skills, both independently and as part of a team
• Understanding of software development methods
• Experience with basic Cloud concepts such as Multi-tenancy, Clustering, Micro-service architecture, containerization, orchestration and cloud technologies
• Commitment and team spirit
  
  

Nice to Have

• Cloud providers experience such as AWS and Microsoft Azure and their technologies
• ARIS product, installation, administration and configuration knowledge
  
  

What’s in it for you?

Compensation

• The annual base salary range for this position is $96,000
• This position is also eligible for a 10% yearly commission plan in accordance with 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.
• Set yourself up for success in your new role by upgrading your home office space using your one-time hybrid work payment.
• Lean on the Employee Assistance Program for support during some of life’s most common but difficult challenges.
  
  

At SAG Aris GmbH we are committed to providing an environment of mutual respect and fairness where equal employment opportunities are available to all applicants and employees without regard to race, colour, religion, gender, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, and any other characteristic protected by applicable law.

We believe that diversity, equity, and inclusion is critical to our success as a global company, and we seek to recruit, compensate, develop, promote, and retain the most talented people from a diverse candidate pool.

To all recruitment agencies: SAG Aris GmbH does not entertain unsolicited CVs without prior approval from SAG Aris GmbH's Talent Acquisition Team. Kindly refrain from sending CVs to our job’s alias, SAG Aris GmbH employees, or any other organizational location without explicit consent. SAG Aris GmbH assumes no responsibility for any fees associated with unsolicited CVs.