Software Support Engineer

Location / Remote: Hybrid in Kissimmee, FL (minimum 3 days per week onsite)

Employment Type: 6 month W-2 Contract-to-Hire

Benefits (Upon Conversion to Direct Employment):

• Florida Retirement System (FRS) retirement benefits, including employer contributions
• 100% employer paid Medical, dental, and vision insurance
• Employer-paid life insurance coverage
• Short-term and long-term disability insurance provided at no cost
• Paid vacation, sick leave, holidays, and a floating holiday
• Professional development and tuition reimbursement opportunities, subject to eligibility
• Comprehensive benefits supporting long-term stability and employee well-being

Contract Benefits: Medical, dental, vision, LTD/STD, HSA/FSA, term life, and supplemental health insurances (e.g., Aflac) for all employees (and their families if needed), 401k

Compensation: up to $80,000 annually upon conversion, depending on qualifications.

This role provides hands-on production support for enterprise business applications used by internal teams. Success requires strong troubleshooting and debugging skills, the ability to analyze application data in relational databases, and a service-first approach to resolving incidents and improving system reliability. You will investigate complex issues end-to-end, communicate clearly with business users, and coordinate fixes through testing, configuration updates, and vendor or internal team engagement.

Responsibilities:

• Triage, investigate, and resolve production incidents for enterprise business applications, driving issues to closure through root-cause analysis and effective remediation.
• Troubleshoot application defects and data issues by reviewing logs, reproducing problems, analyzing database records, and validating fixes before deployment.
• Monitor application health and availability, identify early warning signals, and take action to prevent recurring incidents and reduce downtime.
• Execute and document configuration changes and maintenance activities, ensuring updates are tested, traceable, and aligned to operational standards.
• Build and maintain clear support documentation, including known-error articles, runbooks, troubleshooting steps, and user-facing guidance.
• Provide responsive customer support to business users by setting expectations, communicating status updates, and delivering practical training and knowledge transfer.
• Coordinate with internal technical teams and external software vendors to escalate issues, share diagnostics, and confirm resolution and release timing.
• Develop lightweight scripts or repeatable procedures to streamline support tasks such as data validation, reporting checks, and routine diagnostics.

Required Skills:

• 5+ years of progressively responsible technical support experience focused on enterprise business applications, including analysis, troubleshooting, debugging, and ongoing maintenance (not desktop or hardware support).
• Working knowledge of relational databases and data investigation techniques, with practical ability to use SQL to validate hypotheses and isolate application/data issues.
• Demonstrated ability to support business users with excellent customer service, clear written and verbal communication, and strong relationship management.
• Proven analytical problem-solving skills, initiative, and adaptability, including the ability to quickly learn unfamiliar applications and independently resolve complex multi-system issues.
• Experience supporting production enterprise applications across incident investigation, monitoring, testing, configuration changes, documentation, and coordination with internal teams and/or vendors.

Preferred Skills:

• Bachelor’s degree in Information Technology or a related discipline, or equivalent combination of education, certifications, training, and relevant experience.
• Exposure to common application support tools and technologies such as SQL Server, Crystal Reports, SSRS, PowerShell, VBScript, JavaScript, Visual Basic, general scripting, cloud application administration or migration, and/or ITIL Foundations.