Technical Support Engineer

About Us

VitalEdge Technologies (https://vitaledge.com/) is a leading Dealer Management System (DMS) provider to the dealers and rental companies of heavy equipment in agriculture, mining, construction and several other sectors. We aim to be the thought leader in the industries we serve and a trusted IT advisor to all our customers. We have over 700 employees, offices on four continents, and customers in over 20 countries. We are our headquartered are in Cary, NC (USA).

Position Overview

VitalEdge is hiring Technical Support Engineers to support our IntelliDealer Dealer Management System (https://intellidealer.com/solutions/).

This is a customer-facing, technical support role focused on diagnosing and resolving complex software issues on IBM server environments. You will become part of a growing support team that will eventually serve as the primary customer support group during North American off-hours (EST).

On one hand, this role requires strong analytical and communication skills, technical troubleshooting ability across SQL, Java, and Tomcat, and a willingness to learn the legacy Green Screen interface on IBM iSeries. On the other hand, as this is a customer facing role, prior experience in providing call based support (L1 and L2) to clients in North America will be a plus point.

As a Technical Support Engineer at VitalEdge, you will:

critical role in customer success and product reliability

·        Gain domain knowledge in a specialized enterprise product used by leading dealerships.

expanding your technical breadth

training, mentoring, and growth

Key Responsibilities

·        Provide technical support to customers via phone, web chat, and ticketing system.

·        Create and maintain case logs, monitor resolution timelines, and communicate case status.

·        Troubleshoot application issues, including software defects, database processing blocks, and configuration errors.

especially during off-hours where urgent customer response is required

·        Apply VitalEdge’s support case resolution process, including triaging, documenting, and escalating when necessary.

·        Collaborate with senior support staff and service readiness teams during and after training.

·        Participate in continuous learning to stay current on product and process updates.

·        Contribute to process improvement and knowledge-sharing within the team.

·        Perform other support-related tasks and projects as assigned.

Required Skills and Qualifications

4+ years

·        Hands-on expertise with:

Tomcat application servers

Java (reading/debugging)

SQL and database architecture

learn the IBM iSeries (Green Screen interface)

·        Understanding of web-based application troubleshooting.

·        Strong verbal and written communication skills.

·        Experience with ticketing tools (Microsoft Dynamics preferred).

·        Ability to work independently as well as in a collaborative team environment.

·        Analytical problem-solving mindset and the ability to prioritize in high-urgency situations.

·        Degree in Computer Science or a related field is strongly preferred.

Work Schedule and Training

Training Phase (First 3–4 months):

Shift:

§ First half: Self-paced learning with assignments

§ Second half: Remote interactive training with senior team members

Location:

Post Training Shift Rotation:

o   5:30am – 1:30pm IST (will be work from home)

o   8:30am – 4:30pm IST (will operate in hybrid mode, with work from office 2-3 days a week)

o   Shift model will be rotational and aligned with our customer’s support needs

Why work for VitalEdge?

We don’t just sell technology, we enable transformation that results in broader societal benefits like feeding the world, building homes and critical infrastructure, and delivering all sorts of products we all rely on for daily life. We exist to ultimately equip the world to keep running. We have more than 60 years of combined experience and two industry-leading software suites and associated apps, with which we will drive the market forward. It’s an exciting time to work for VitalEdge – join us!