The Technical Support Engineer will provide advanced technical support for end users of our Solumina platform, resolving complex issues and improving system performance. This role requires a deep understanding of business rules, the ability to create test cases in Out-of-the-Box (OOB) environments, and proficiency in SQL queries and Java code errors. Candidates will also collaborate across teams to enhance support processes and ensure continuity of service.
Essential Functions:
- Provide Tier 2 support by troubleshooting and resolving advanced technical issues that Tier 1 escalates, ensuring minimal downtime for users.
- Analyze product business rules and create test cases in OOB environments to replicate and diagnose reported issues.
- Write basic SQL queries and interpret Java code to identify and resolve database or application-related issues.
- Communicate effectively with users, internal teams, and management, offering clear solutions and ensuring customer satisfaction.
- Develop and document training materials, test cases, and troubleshooting procedures for complex issues to assist Tier 1 and Tier 2 personnel as well as customers.
- Assist in continuous improvement efforts by identifying inefficiencies and proposing enhancements to support workflows and system configurations.
- Ensure proper documentation of customer interactions, issue resolutions, and system updates using tools such as Zendesk.
- Collaborate with cross-functional teams to address recurring issues and implement solutions that enhance platform reliability and performance.
- Strong communication skills in English with the ability to explain complex technical concepts clearly and concisely.
- Proven ability to identify root causes, create replicable test cases, and execute thorough troubleshooting procedures.
- Proficiency in writing and understanding SQL queries and reading Java code for diagnostics.
- Familiarity with cloud-based software troubleshooting and prior experience with Zendesk or similar ticketing tools is preferred.
- Experience working in or supporting teams in multiple time zones is a plus.
- 1 or more years of experience troubleshooting environments utilizing Kubernetes, AWS, and Azure a plus.
Required Education/Experience:
- 3-5 years of experience in technical support, with demonstrated exposure to Tier 2 or advanced troubleshooting roles.
- High school diploma is required; a degree from a four-year college in a related field is strongly preferred.
What we offer
We are committed to offering the best to our employees. We offer a comprehensive benefits package that includes:
- Competitive salary
- Yearly Performance Bonuses
- Referral Bonuses
- Comprehensive Medical/Dental/Vision Plans
- Company Paid LTD/STD
- Company Paid Life Insurance
- HSA/FSA
- Unlimited Vacation
- 40 hours of sick time per year
- Paid Holidays (10 per year)
- WFH Equipment Stipend
- Internet/WIFI stipend
- 401K - company match
- Educational Assistance Program
- Wellness Program
Non-Discrimination Disclaimer:
iBase-t is committed to providing equal employment opportunities to all qualified applicants and employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other legally protected status. Our hiring decisions are based solely on qualifications, merit, and business needs.
Visa Sponsorship Disclaimer:
At this time, iBase-t does not sponsor visas for employment. Applicants must have valid work authorization to be considered for employment.
Top Skills
What We Do
Headquartered in Foothill Ranch, California, iBase-t simplifies complex manufacturing. Its solutions replace disparate production, quality, and MRO applications with paperless, digitally integrated solutions. The iBase-t Digital Operations Suite synchronizes data and processes to foster collaboration by establishing and maintaining a digital thread that spans across enterprise systems to internal and external teams. From process and inspection, planning to the shop floor, and the execution of sustainment activities, iBase-t’s proven, pre-configured, and out-of-the-box solutions deliver real-time visibility and control that accelerates manufacturing performance.
The iBase-t Digital Operations Suite comprises a portfolio of Model-based Manufacturing applications that includes iBase-t’s Manufacturing Execution System (MES), Supplier Quality Management (SQM), Enterprise Quality Management System (EQMS), and Maintenance, Repair and Overhaul (MRO) solutions. This digital suite connects the shop floor to the top floor to ensure high visibility, consistent practices, continuous product and process improvement, and effective compliance with process standards including ISO 9001, ISO 13485, AS9100, and FDA’s 21 CFR Part 11 and Part 820.
iBase-t enables the digital, Model-Based Enterprise by extending the product life cycle from design to execution to sustainment, delivering greater Lean efficiency, quality, and cost-effective compliance to drive operational excellence across complex discrete manufacturing operations. iBase-t works closely with industry leaders, including Lockheed Martin, Northrop Grumman, Rolls Royce, Pratt & Whitney, and Patria Belgium Engine Center.
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