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 - Tomcat application servers - Java reading debugging - 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 team-oriented 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 Shift 1 30pm - 9 30pm IST First half Self-paced learning with assignments Second half Remote interactive training with senior team members Location Onsite in Mumbai 3 days week expected - Post Training Shift Rotation 5 30am - 1 30pm IST will be work from home 8 30am - 4 30pm IST will operate in hybrid mode with work from office 2-3 days a week Shift model will be rotational and aligned with our customer s support needs VitalEdge is an Equal Opportunity Employer

📌 Technical Support Engineer (Maharashtra)
🏢 Important Group
📍 Maharashtra