Software Support Engineer – Job Description

Overview

The Software Support Engineer plays a critical role within Global Products Operations & Support, ensuring the stability, performance, and reliability of our global product ecosystem. This role focuses on delivering high?quality technical support, driving issue resolution, and collaborating with engineering teams to enhance customer experience and operational excellence.

Key Responsibilities

Diagnose, troubleshoot, and resolve complex software issues across our global product landscape.
Serve as a primary technical contact for internal stakeholders, partners, and customers.
Reproduce and analyze issues in controlled environments; document root causes and recommend fixes.
Collaborate closely with Product Engineering, QA, Cloud Ops, and DevOps to ensure seamless operations and fast resolution of critical incidents.
Participate in incident and problem management processes, ensuring timely communication and high-quality documentation.
Monitor application performance, availability, and infrastructure health to identify improvement opportunities.
Support software releases, upgrades, and configuration changes across global environments.
Contribute to knowledge base articles, troubleshooting guides, and operational documentation.
Drive continuous improvement by identifying recurring issues and proposing long?term technical and process solutions.

Required Qualifications

Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field, or equivalent hands?on experience.
Strong technical troubleshooting skills with experience in distributed systems, APIs, and microservices.
Hands-on experience analyzing logs, debugging issues, and using monitoring tools.
Familiarity with scripting languages such as Python, PowerShell, or Bash.
Understanding of cloud environments (Azure preferred).
Excellent communication skills with ability to translate technical information for diverse audiences.
Fluent in English (spoken and in writing)

Preferred Qualifications

Experience in enterprise SaaS operations or global support organizations.
Knowledge of ITIL disciplines including Incident, Problem, and Change Management.
Experience with ticketing and service management tools such as ServiceNow or Jira.
Background in DevOps, CI/CD, and automation practices.

Soft Skills

Strong customer?first mindset with empathy and patience.
Ability to manage multiple priorities under pressure in a global operational environment.
Collaborative team player with a high sense of ownership.
Proactive and analytical approach to problem?solving.

Horizontal is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

Horizontal is committed to taking affirmative action to employ and advance in employment qualified individuals with disabilities and protected veterans. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or participate in the interview process, click here to request accommodation assistance.

All applicants applying must be legally authorized to work in the country of employment.