Support Engineer

At Configit, we empower large international enterprises with software solutions that support complex processes across engineering, manufacturing, sales, and service. Our Global Support Team plays a key role in our customers’ success by resolving issues professionally and promptly. Would you like to be part of a dedicated international team that makes a real difference for our customers?

You will work with colleagues across the US, Denmark, the UK, and India, and we are now looking for a new team member to join us in the Atlanta area.

As part of our Operations Department, you will help ensure the smooth and reliable operation of Configit’s products for enterprise customers. You will proactively monitor, troubleshoot, and resolve complex technical issues across both cloud and on-premises environments. Working as part of a collaborative, multidisciplinary operations team, you will also partner closely with R&D to continuously improve the application and platforms, optimize performance, strengthen reliability, and enhance the customer experience.

Your Responsibilities

• Incident and problem management:
• Investigate, reproduce, and resolve incidents while communicating clearly with customers and internal stakeholders
• Perform analysis and troubleshooting activities, including log analysis, monitoring dashboards, and basic scripting
• Escalate tickets for further investigation or bug fixing and ensure clear follow-up, alignment, and customer communication throughout the process
• Apply AI tools where relevant to accelerate troubleshooting, analyze logs and support data, summarize findings, and improve the quality and consistency of incident handling
• Proactive monitoring:
• Monitor customer environments to identify potential issues, including use of AI-supported and automation tools to detect patterns, surface risks, and improve early-warning capabilities
• Drive preventive measures
• Recommend improvements that enhance reliability
• Continuous improvement:
• Stay up to date with product releases and related technologies through briefings, training, and self-study
• Help develop and promote effective use of AI tools within Support Engineering, including identifying relevant use cases, improving workflows, and supporting adoption of AI-assisted ways of working
  

Your Profile

• Basic knowledge of IT infrastructure (operating systems, networking, databases, web servers, cloud services)
• Exposure to cloud environments (Azure, AWS, or similar) or on-premises enterprise systems
• Relevant IT education, such as a Bachelor’s or Master’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience
• Good understanding of incident management concepts (ticketing systems, SLAs, escalation paths)
• Customer-focused mindset
• Collaborative, eager to learn and share knowledge
• Excellent problem-solving skills, an analytical mindset, and high attention to detail

• It is an advantage if you have:
• Hands-on experience across the full incident lifecycle
• Familiarity with containerization technologies, e.g., Kubernetes
• Working knowledge of databases
• Both scripting and automation skills
• Understanding of ITIL practices, including incident and problem management
  

What You’ll Find With Us

• A culture shaped by our values: Business Focus, One Team, Knowledge, Can Do Attitude, and Move Fast
• We work with complex and challenging products that create significant value for our enterprise customers
• Collaboration matters to us, and we work across countries, teams, and professional disciplines
• Excellent health care benefits and a 401(k) plan
• 15 days paid vacation, plus one additional day for each year of seniority (up to 10 days)
• Paid holidays
• A flexible hybrid work model for employees based in the Atlanta area, combining remote work with time in our Atlanta office
  
  

At Configit, we are committed to building a diverse and inclusive workplace where employees can thrive. We welcome people of all backgrounds and value the unique talents and experiences each person brings. We invite you to become a valued member of our exciting company.