Your Mission
We're looking for a highly technical problem solver to bridge the gap between our Customer Support team, Development team, and our customers.
Some people are happiest building new software. Others are happiest resolving customer issues.
You're happiest uncovering the truth behind both.
You're the person who needs to understand why something happened. You recreate the issue in a test environment, step through the code, examine the data, ask the next question, and connect the dots.
Once you've found the answer, you're just as comfortable explaining it to a customer as you are discussing it with a software developer.
This is not a software development position. You will not write production code. Instead, you'll use your technical expertise to investigate complex software issues, identify root causes, and drive them to the right outcome.
We believe developers should spend their time building solutions—not gathering information. Your job is to ensure issues reaching Development have been thoroughly investigated, the business problem is understood, and the technical findings are clearly documented.
What You'll Own
- Own complex technical investigations from initial report through resolution.
- Partner with Customer Support to understand the issue and underlying business problem.
- Determine whether an issue should be resolved within Customer Support or escalated to Development—and confidently push back when the evidence doesn't support an escalation.
- Recreate issues in test environments and step through Java code using debugging tools.
- Use SQL to investigate data and validate application behavior.
- Identify root causes and create meaningful test cases to validate findings.
- Write clear, well-researched Jira tickets that allow Development to begin work with confidence.
- Work directly with developers to validate findings and answer technical questions.
- Participate in customer meetings to investigate complex issues, explain application behavior, gather requirements, and discuss future enhancements.
- Translate technical concepts into clear, understandable language for customers and non-technical teammates.
- Help Customer Support strengthen its technical troubleshooting skills.
- Stay engaged through resolution to ensure the right outcome is achieved.
Who You Are
You're naturally curious and persistent. You ask thoughtful questions, challenge assumptions, and don't settle for surface-level answers.
You know there's a difference between fixing a problem and understanding it—and you won't settle for anything less than understanding it.
You're equally comfortable digging into Java and SQL, collaborating with developers, and talking directly with customers. You communicate clearly, stay organized, take ownership, and finish what you start.
Required Qualifications
- Experience troubleshooting complex software applications.
- Ability to read and understand Java code.
- Experience using debugging tools to trace application execution.
- Working knowledge of SQL for troubleshooting and data validation.
- Strong analytical and investigative problem-solving skills.
- Excellent written and verbal communication skills.
- Strong organization and ability to manage multiple investigations simultaneously.
- Ability to clearly document technical findings.
- Confidence communicating directly with customers, Customer Support, and software developers.
Preferred Experience
Experience with Java, SQL Server, Jira, GitHub, Confluence, REST APIs, JSON, XML, and ERP or business management software is a plus.
Candidates may come from backgrounds such as Application Support Engineering, Technical Support Engineering, Technical Systems Analysis, Software Support Engineering, or Software QA with strong troubleshooting experience.
Location & Travel
This is a primarily remote position with occasional travel for team collaboration, training, and customer visits. Travel may be more frequent during the initial onboarding and training period.
Candidates do not need to live in Raleigh but should be able to travel to the Raleigh-Durham area on relatively short notice when needed. We welcome candidates throughout the Mid-Atlantic and Southeast, including the Washington, DC area, Virginia, North Carolina, South Carolina, and Georgia.
Compensation
Base salary: $80,000–$90,000, based on experience and technical skills.
Starcom offers company-paid employee health insurance, dental coverage, and a year-end profit-sharing bonus.
Interested?
If you've been looking for a role where your technical curiosity, communication skills, and determination matter just as much as your technical knowledge, we'd love to hear from you.
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