Client Support Engineer Job Description

Enterprise software vendors serving mortgage lenders, financial data users, and consumer brands sign service level agreements that commit them to fixed response and resolution targets long after a platform goes live. The clock starts with every ticket. The Client Support Engineer exists because those commitments are tested daily in production. Its ownership starts where a Software Engineer's ends: the moment a client reports broken behavior, this engineer decides whether the cause is configuration, environment, or a true defect for the development team.

As the Client Support Engineer, you keep enterprise clients productive on a production platform by restoring correct behavior within agreed service levels and turning recurring problems into permanent fixes. The position sits inside the support organization, working beside Engineering, Product, and Customer Success, and carries responsibility for an assigned client caseload plus coaching less experienced support engineers.

Career Impact: Resolving production escalations for enterprise clients in segments such as mortgage lending and financial data gives you a troubleshooting record that SaaS vendors actively seek.

Business Impact: Post-sales issues closed within SLA targets keep client accounts renewing and let sales teams sign new business without unresolved technical objections.

Growth Opportunity: Mentoring less experienced Support Engineers and designing permanent remediations prepares you for senior support engineering or client solutions roles.

• Resolve Level 1 and Level 2 client issues in production cloud environments within target service level agreements.
• Reproduce reported defects by replicating client instances, then triage root causes before escalating to engineering.
• Configure the core platform and client implementations, including product feeds and queries, to meet documented requirements.
• Analyze application logs, thread dumps, and performance data to diagnose unexpected outages, slowdowns, and failures.
• Partner with Engineering, Product, and Customer Success on critical issues, relaying data-driven client feedback on features.
• Document cases, root cause analyses, and knowledge base articles so recurring issues resolve consistently across the team.
• Mentor less experienced Support Engineers in structured troubleshooting methods and day-to-day case handling.
• Advise clients as a technical consultant on software bugs, best practices, and pre-sales technology questions.

• Bachelor's degree in Computer Science, Information Technology, or Engineering, or equivalent work experience.
• 2 or more years of client-facing technical support experience, with direct support of external enterprise customers.
• Experience debugging web applications in enterprise solutions, including front-end code, HTTP requests, and common error codes.
• Proficiency in log analysis to diagnose application events, audits, performance issues, and production failures.
• Working knowledge of relational databases, including writing queries to investigate client data problems during troubleshooting.
• Experience prioritizing and tracking support tickets against service level targets in a dedicated ticketing system.
• Excellent written and verbal communication, with the ability to explain complex concepts simply to clients.
• Strong problem-solving skills across technical and strategic issues, plus self-directed learning of new applications.

• Experience administering enterprise application servers, including clusters, JDBC connections, virtual hosts, and session replication.
• Working knowledge of REST APIs, including sending and inspecting API requests during issue investigation.
• Industry knowledge of mortgage lending or financial markets, including portfolios, instruments, and real-time market data.
• Basic knowledge of network infrastructure, including TCP/IP, DNS, firewalls, routers, and load balancers, for triage.

• SLA attainment rate (%), showing how consistently tickets meet response and resolution targets.
• Mean time to resolution in hours, measuring how quickly reproduced defects and outages close.
• Escalation rate to Engineering (%), reflecting how many issues are solved before handoff.
• Knowledge base articles published per quarter, capturing reusable fixes for recurring client issues.
• Repeat incident rate (%), indicating whether permanent remediations prevent recurring problems.
• CSAT score on closed tickets, reflecting client confidence in support responses.

• Base Salary Range: $70,000 to $105,000 per year for mid-level enterprise software support
• Bonus: Annual target of 5% to 10% of base, tied to individual and team goals
• Equity: Stock options or RSUs common at SaaS vendors, typically modest grants
• Health Benefits: Medical, dental, and vision plans with largely employer-paid premiums and HSA options
• PTO: 15 to 20 days annually plus paid company holidays
• Common Perks: 401(k) match, on-call stipends, certification reimbursement, and home office allowance

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Candidates must be authorized to work in the United States, and any offer of employment is contingent on successful completion of a background check. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. Reasonable accommodations under the Americans with Disabilities Act are available on request throughout the application and employment process.

The Client Support Engineer owns Level 1 and Level 2 issue resolution for an enterprise application stack running in production, from defect investigation to upgrades, patching, and backup and failover planning. Reporting to the client support function and working with platform engineering teams on client issues, the Client Support Engineer keeps the environment performant, scalable, and reliable for clients.

Key Responsibilities

• Provide Level 1/Level 2 issue resolution for the application stack in a production environment.
• Investigate application defects and enhancements for the solutions.
• Participate in User Acceptance Testing for new tools and applications.
• Perform infrastructure triage of any unexpected outages, performance issues, or failures (hardware/software).
• Work closely with other teams to share knowledge and expertise in the solutions.
• Set up new environments that include the application stack.
• Upgrade and patch the applications and servers.
• Administer and deploy in-house built tools and scripts for administration and system monitoring.
• Take ongoing responsibility for the administration, maintenance, and support of the application stack.
• Determine and coordinate backup and failover strategy in the environment.
• Assess current technical architecture for performance, scalability, and reliability.

Required Qualifications

• Bachelor's degree in Information Technology, Computer Science, or Engineering preferred.
• Experience with understanding and debugging of WEB/JAVA applications, different logging, dealing with performance issues, development and QA support, and migration support.
• Basic knowledge of network infrastructure, e.g., TCP/IP, DNS, firewall, router, and load balancer.
• Ability to configure Clusters, JMS, Virtual Hosts, JDBC, auto-deployment, session replication, URL redirections, rewrite rules, and HTTP plugins, and to perform thread dump and log analysis.
• Experience with installation, configuration, administration, migration, deployment, and troubleshooting of Enterprise Applications on WebSphere/WebLogic/JBoss and Tomcat Application Servers.
• Experience with any industry-leading Application or BI tool on WebSphere/WebLogic/JBoss in a Production environment within a Cloud environment.
• Working knowledge of Windows/Linux OS and Active Directory (AD)/LDAP.
• Working knowledge of infrastructure monitoring (Nagios preferred).
• Commitment to adherence to the support processes, best practices, and SLA requirements.
• Excellent problem-solving skills and attitude toward self-learning newer applications.
• Good oral and written communication skills.
• Ability to work with platform engineering teams on client issue tracking and resolution.
• Competent in proactive identification of problem cases and engagement with Engineering on improvements and fixes.
• Ability to travel to client sites and attend client meetings to assist with issues.

Embedded within the broader Client Support team, the Client Support Engineer delivers on-site, high-touch technology support to a hub building of more than 1,000 end users, including white-glove VIP service for business heads and divisional leads. Working closely with second and third level technology teams during urgent incidents, the Client Support Engineer keeps trading personnel productive on their devices and telephony through after-hours upgrades and project work.

Core Functions

• Provide on-site technology support, as part of the broader Client Support team, to the hub building (comprising more than 1,000 end users across multiple businesses and central service groups), including white-glove VIP support for business heads and divisional leads.
• Resolve technology incidents and address client requests.
• Build and deploy PCs and laptops and assist trading personnel in ensuring their applications are optimized on those devices.
• Support key end-user computing, including telephony (Cisco and dealer voice), mobile devices (Apple and Android), and video conferencing (Zoom).
• Provide regular status updates to customers, stakeholders, and management during high-impact incidents.
• Collaborate with second- and third-level technology teams for urgent or complex issues.
• Provide after-hours and weekend support (approximately one weekend per month), including on-site project activities, building power downs, and technology upgrades.
• Travel occasionally to other sites to support project initiatives.

Qualifications & Experience

• University degree in computer science or engineering, or equivalent experience.
• 5 or more years of experience in providing high-touch, in-person technology support within a large corporate setting, with Financial Services experience a bonus.
• Experience in change management, shepherding the awareness, desire, knowledge/ability, and ultimate embedment of new and upgraded technologies.
• Working knowledge of a broad spectrum of technology, including iOS, VMware Horizon Client, Global Protect VPN, Cisco telephony, Workplace ONE Mobile Device Management, BMC Helix, and Lakeside SysTrack.
• Commitment to delivering innovative and progressive solutions and exceeding customer expectations.
• Strong communication and stakeholder management skills, skilled at communicating, presenting, and generating enthusiasm and buy-in for ideas and solutions.
• Ability to effectively balance high-volume productivity demands against the ability to provide analytical troubleshooting and problem resolution.
• Willingness to own and be accountable for problems through resolution.
• Strong leadership, capable of dealing effectively with colleagues and business users working in a constantly evolving environment.
• Ability to perform effectively in high-pressure situations when faced with urgent issues.

Reporting to the support team, the Client Support Engineer owns the resolution of critical customer issues on a configurable mortgage software platform, from instance replication through root cause documentation. Partnering with DevOps, Engineering, Product, and Customer Success, the Client Support Engineer advocates for customers so escalations close within Service Level and Customer Satisfaction goals.

Primary Duties

• Reproduce, triage, identify, and resolve technical issues, replicating customer instances as needed.
• Configure the core platform to meet requirements.
• Document issues and author and review knowledge base articles.
• Perform meticulous case management and RCA documentation.
• Collaborate with Engineering as needed to provide solutions.
• Manage critical customer issues, facilitating communication between customers, DevOps, Engineering, Product, Technical Program Managers, and Customer Success.
• Serve as the customer advocate for timely resolution of issues and handling escalations to meet Service Level and Customer Satisfaction goals.
• Mentor less experienced Support Engineers, providing support in the day-to-day and in their ongoing troubleshooting skill sets.

Skills & Qualifications

• Bachelor of Computer Science degree or equivalent.
• 3 to 4 years of experience as a Client Support Engineer.
• Experience in testing, debugging issues, and fixing configuration (using YAML) before escalating to engineering.
• Experience providing direct support to external customers by phone, chat, and/or electronically.
• Exposure to a server-side web application framework written in Ruby or a JavaScript MVC framework.
• Experience supporting enterprise application solutions, including more than one of the following web technologies: HTML, CSS, JavaScript, YAML, HTTP requests, and common error codes.
• Working knowledge of the mortgage industry is a bonus.
• Experience in performing log analysis of events and audits with Splunk.
• Experience working with REST APIs and interacting with them using Postman.
• Experience with a support ticketing system, with Zendesk or Salesforce preferred.
• Proficient in the Google Docs suite.
• Exceptional communication skills, both written and verbal, with the ability to communicate complex concepts simply and concisely.
• Availability for off-hours support activities as required, including a rotational on-call schedule.

Sitting at the intersection of customer service and network operations, the Client Support Engineer builds dependable incident handling inside a Network Operations Center, triaging phone, email, and monitoring alerts and keeping DRaaS and BaaS services always up. Operating across shift changes and the VMS team escalation path, the Client Support Engineer works with team members and other departments so every customer is served within a satisfactory time.

Duties

• Prioritize and triage phone, email, and monitoring system incidents within the Network Operations Center.
• Resolve customer service requests in accordance with the company's methods and procedures.
• Monitor the Alarm Board conditions to ensure everything is "always up" and take the appropriate actions if a service is impacted.
• Monitor incidents and service requests in the ticketing system continually to ensure that all customers are serviced within a satisfactory time.
• Provide timely and detailed escalations to the next level of support within the VMS team.
• Provide support for issues within defined areas of responsibility and thoroughly create, document, and track incidents in the ticketing system.
• Monitor customer DRaaS and BaaS services.
• Ensure proper information transition during shift changes.
• Communicate timely and accurate information throughout the incident management process.
• Establish a good working relationship with team members and other departments.

Requirements

• 1 or more years of experience in a technical, customer-focused role or equivalent preferred.
• Basic knowledge of virtualization, cloud, and data protection concepts.
• Basic knowledge of server concepts, computer troubleshooting techniques, networking concepts, and troubleshooting process, including basic network troubleshooting skills.
• Familiarity with Server Hardware and Microsoft Windows Server.
• Basic knowledge of Microsoft Office products.
• Excellent verbal and personal skills, as the work involves working closely with end-user customers, both on-site and off-site.
• Ability to maintain a sense of professionalism and urgency in all communications with customers.
• Willingness to exude a growth mindset and demonstrate accountability.
• Capacity to adapt to changing priorities based on customer needs.
• Strong time management, organizational skills, and attention to detail.
• Ability to collaborate with customers and colleagues.

A key member of the post-sales implementation and support effort, the Client Support Engineer shapes how financial data clients adopt the product, turning their needs into engineering action items and permanent fixes. Collaborating across sales teams and client accounts, the Client Support Engineer keeps technical issues from blocking new client signings or the growth of existing business.

Functions

• Assist post-sales implementation and support.
• Translate client needs into effective engineering action items.
• Correlate issues, then design enhancements to offer permanent remediation to those issues.
• Assist with pre-sales technology discussions.
• Identify clients that require proactive attention.
• Align technology needs with the product and business goals.
• Educate clients and company personnel on best practices.
• Act as the product developer for implementations, diagnostics, and utilities.
• Develop and maintain detailed technical documentation.

Experience & Qualifications

• Bachelor's Degree required.
• 4 or more years of experience in a technical support role.
• Working knowledge of finance, including markets, portfolios, asset management, financial instruments, real-time market data, and portfolio analytics.
• Ability to demonstrate extensive knowledge in at least one of the following fields: networking, server management, database administration, or computer science.
• Working knowledge of application deployment, troubleshooting Windows applications, and Microsoft Office add-ins.
• Excellent language skills in person (client-facing), by phone, and by email, and competent in interacting with clients on a technical and non-technical basis.
• Proven ability to operate proactively, independently, or within a team.
• Willingness to become a technical liaison for clients.
• Strong passion for learning new technologies.
• Excellent problem-solving skills.
• Willing to travel occasionally to client locations.

Client satisfaction across more than 1,000 brands depends on the Client Support Engineer, who owns technical troubleshooting of support tickets against target SLAs and implements product feeds, queries, and data analysis for clients. Serving as a technical consultant to marketers, the Client Support Engineer relays data-driven feedback to Product, Development, Client Solutions, and Sales teams on new features and design decisions.

Accountabilities

• Respond to client support tickets in a timely manner, prioritizing and tracking work requests against target SLAs.
• Act as a technical consultant for clients on software bugs, general support, and best practices.
• Work with clients to implement technical solutions (product feeds, small to complex queries, data analysis, etc.).
• Collaborate cross-functionally with Product, Development, Client Solutions, and Sales teams on the implementation of new features and design decisions, relaying data-driven feedback to all teams.
• Collaborate and communicate challenges with other support and software engineers to generate strategic solutions and update client resources through daily standups, team retrospectives, etc.
• Answer client questions in an insightful and informative way that helps marketers excel at their jobs and become smarter about the platform.

Technical Qualifications

• 1 to 3 years of experience in a client-facing support position.
• Basic knowledge of how the web works (HTML, CSS, JavaScript, etc.).
• Experience with relational databases such as MySQL.
• Experience using JIRA, Freshdesk, Zendesk, or other ticketing tools.
• Ability to excel at problem-solving from both a technical and strategic perspective.
• Capacity to be scrappy, think on one's feet, get tech, and communicate effectively.

As the Client Support Engineer, this role leads 2nd- to 3rd-level technical support in a managed services environment, acting as the escalation point for major incidents and mentoring team members in structured troubleshooting. The SD, L1, and L2 support teams rely on this work, alongside the MMC Manager, to progress tickets correctly and meet defined service levels.

Activities

• Manage and prioritize all tickets logged into the queue.
• Assist and mentor team members in the company's structured approach to troubleshooting problems.
• Act as a positive role model and mentor for fellow team members.
• Assist the MMC Manager in managing and directing the day-to-day activities of the SD, L1, and L2 support teams during the assigned shift.
• Provide on-the-job coaching of team members in their development.
• Provide a lead role in staff development through training, performance appraisal feedback, and team building.
• Develop and maintain good communication within and across teams.
• Act as escalation point for major incidents.
• Standardize and improve working practices as part of the team.
• Ensure tickets are being progressed in the correct technical direction on time.
• Provide 2nd- to 3rd-level technical support and ensure that escalated calls and issues are responded to within defined service levels and call management guidelines.
• Identify and provide technical training to Operations groups as needed.

Position Requirements

• Bachelor of Science in Computer Science or Engineering preferred.
• Engineering certification in Microsoft, Red Hat, AWS, or Azure, with ITIL certification desirable.
• 2 to 3 years of experience in a system engineer role (Unix/Windows/SQL/Network).
• Experience working within a managed services environment is advantageous.
• Strong understanding of OS and Network infrastructure architecture.
• Working knowledge of infrastructure technologies like Storage Area Networks and Networking.
• Working knowledge of ITIL and its function within IT.
• Good experience and hands-on troubleshooting of Enterprise infrastructure across Open Systems, including Microsoft Windows Server and Linux, Middleware, and Database management.
• Working knowledge of VMware ESX, vSphere, Exchange, Cisco, Scripting, and Public Cloud preferred.
• Strong problem-solving and analytical skills with knowledge of problem analysis.
• Able to communicate in groups with confidence and conviction and to liaise confidently with other personnel.
• Exceptional customer service skills.
• Ability to manage ticket volumes well, multi-task, and work well under pressure.
• Good teamwork skills.