Technical Support Engineer (Junior to Senior)

• Serve as the primary technical point of contact for Sofiac customers, handling inquiries and issues by phone, email, and screen-share with professionalism and empathy
• Troubleshoot and debug customer-reported problems, including inspecting and analyzing XML and JSON data files, payloads, and logs to isolate root causes
• Reproduce issues, document findings clearly, and either resolve them directly or escalate to engineering with a complete, well-organized investigation
• Guide customers through configuration, data formatting, and integration questions
• Translate technical findings into plain language customers can understand and act on
• Identify recurring issues and contribute to knowledge base articles, FAQs, and internal runbooks
• Partner with the product team to relay customer feedback, pain points, and enhancement ideas

What we are looking for (All Levels)

• Experience in — or demonstrated aptitude for — a customer-facing technical role (technical support, help desk, implementation, QA, internships, or similar)
• Comfort reading, interpreting, and debugging XML and JSON — you can spot a malformed payload, a missing element, or a data mismatch and explain what went wrong (for junior candidates, solid fundamentals and the ability to learn quickly are what matter most)
• Strong analytical and troubleshooting instincts — you enjoy the puzzle, not just the fix
• Excellent written and verbal communication skills; you can stay calm, clear, and constructive with a frustrated customer
• Ability to manage multiple open issues, prioritize effectively, and follow through without being chased
• A genuine customer-service mindset: patience, ownership, and pride in leaving customers better off than you found them

Nice to have

• Experience with APIs (REST/SOAP), data validation tools, or log analysis
• Basic SQL or scripting skills for data investigation
• Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, or similar)
• Experience supporting a SaaS or data-driven software product
• [If applicable: eligibility for or possession of a security clearance]
• Bachelor’s degree in computer science, engineering, or a related field

• You want to work for an adaptive company that moves at your speed.
• You want a healthy work-life balance.
• You want to work with a passionate team on an important mission.
• You want to work for an organization that values and appreciates you.
• You want to work for an organization that invests in your growth.
• You want the option for career mentorship, both in technology and in business.
• You value a company with a strong culture of growth and support.

• Personal Time Off (PTO) for vacations, holidays, illnesses
• Parental Leave
• Bereavement Leave

• Retirement: Unlimited 401K match up to 8% of your salary up to the federal maximum
• Financial education and planning support

• Medical and Dependent Care Flexible Spending Accounts (FSA)

• Life Insurance ?
• Accidental Death and Dismemberment Insurance
• Disability: Short-term and long-term disability coverage
• Educational support
• Company apparel
• Social events: Holiday Party, Spring Picnic, Fall Picnic, happy hours and more.
• Access to group rates for voluntary benefits such as Accident, Hospital Indemnity, Critical Illness, Pet Insurance, and Identity Theft Protection

Interclypse is an Equal Opportunity/Affirmative Action employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.

Related terms and topics: Microsoft SharePoint, Power BI, O236, Power Apps, and Power Automate.

The base salary range provided is not adjusted for geographic differences associated with where the work is being performed.

Actual salaries will vary depending on factors including but not limited to location, candidate’s experience and education/training, internal peer equity, and market and business consideration.