Technical Support Engineer

About Us

We are a leading Enterprise Resource Planning (ERP) and Dealer Management (DMS)[JS1]  software and solutions provider to heavy equipment, agriculture, and construction companies.  We aim to be the thought leader in the industries we serve and a trusted IT advisor to all our clients. Today, we have over 700 employee associates, offices on four continents, and customers in over 20 countries. We are privately held, and our headquarters are in beautiful Cary, NC. We seek talented individuals to join our team and help us aggressively grow our North American footprint for our cloud based DMS.

Why work for VitalEdge?

We don’t just sell technology, we enable transformation that results in broader societal benefits like feeding the world, building homes and critical infrastructure, and delivering all sorts of products we all rely on for daily life. We exist to ultimately equip the world to keep running. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. It’s an exciting time to work for VitalEdge – join us!

Position Overview

VitalEdge is hiring Technical Support Engineers 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 on 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:
    1. 5:30am – 1:30pm IST (will be work from home)
    2. 8:30am – 4:30pm IST (will operate in hybrid mode, with work from office 2-3 days a week)
    3. Shift model will be rotational and aligned with our customer’s support needs

VitalEdge is an Equal Opportunity Employer