Support Engineer

RESPONSIBILITIES:
Kforce is seeking a Support Engineer who enjoys wearing multiple hats and playing a hands-on role in both customer success and platform evolution. This is a hybrid position in Wexford, PA.

Tier 1 Support:
* Serve as the first point of contact for inbound support requests via Zendesk
* Resolve routine issues including password resets, account updates, and system adjustments
* Triage and route issues accurately to the appropriate team or escalation path

Tier 2 Investigations:
* Investigate customer-reported data discrepancies to identify root cause and provide clear explanations
* Use an understanding of data structures, taxonomies, and platform logic to diagnose complex issues
* Escalate technical issues to Development with clear documentation and context

Duties:
* Partner with Sales to deliver data requests tied to closed deals, including file processing, data appends, and custom deliverables
* Engage directly with customers and prospects to clarify requirements and ensure accuracy
* Coordinate across teams to manage timelines and communicate status proactively
* Evaluate, refine, and document support workflows in Zendesk to improve efficiency and consistency
* Identify patterns in support volume and escalations to surface gaps and recommend improvements
* Contribute to building a scalable support function as the business grows
* Participate in sales calls as a technical resource when needed
* Work closely with Sales, Operations, and Engineering to support customers from pre-sale through post-sale
* Assist with bug fixes and QA testing, helping reproduce and validate software issues
* Contribute to feature development and sprint work through code reviews and hands-on development
* Write automation scripts to streamline data processing and internal workflows
* Create and maintain technical documentation including API guides, release notes, and internal runbooks

REQUIREMENTS:
* Bachelor's degree in Computer Science, Information Systems, or a related technical field
* 3-5 years of experience in technical support, customer success, operations, or a data-adjacent role
* Genuine curiosity about data and the ability to investigate inconsistencies and explain findings in plain language
* Strong written and verbal communication skills with the ability to translate technical details for non-technical audiences
* Comfort with ambiguity and variety. No two days need to look the same
* A proactive, ownership mindset with strong follow-through
* Aptitude for understanding data structures, file formats, and taxonomies; Prior exposure is a plus; willingness to learn is required
* Coding aptitude with experience in one or more languages such as Python, JavaScript, or SQL
* Comfort working in a software development environment, including version control, APIs, and agile or sprint workflows
* Ability to context-switch between customer-facing support and hands-on technical work while maintaining attention to detail

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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