Solution Support Engineer

at Proven IT in Tinley Park, Illinois, United States

Job Description

Solution Support Engineer

Tinley Park, IL (http://maps.google.com/maps?q=8101+183rd+Street+Tinley+Park+IL+USA+60487)

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Description

The Solution Support Engineer is responsible for supporting, maintaining, and improving software solutions implemented by the Business Process Automation team. The position serves as the primary technical resource for diagnosing and resolving incidents, service requests, configuration issues, access problems, workflow failures, integration errors, and other operational concerns affecting supported customer solutions.

Working within established support processes and service-level expectations, the Solution Support Engineer will triage requests, investigate root causes, restore normal system operation, document resolutions, and communicate progress to customer stakeholders. The position will also perform approved configuration changes, minor enhancements, structured testing, and ongoing system administration within the supported product portfolio.

When a request requires material redesign, new development, significant architectural change, or project-level effort, the Solution Support Engineer will document the findings and collaborate with the Software Solution Engineer, Engineering Manager, and project team to transition the work through the appropriate project or enhancement process.

The successful candidate will combine technical troubleshooting ability with strong documentation, customer communication, prioritization, and follow-through. This person should be comfortable supporting solutions across multiple customers and industries while identifying recurring issues and opportunities to improve solution reliability, supportability, and customer adoption.

Responsibilities:

+ Monitor, prioritize, and manage incoming support requests, incidents, service tickets, and enhancement requests in accordance with department SLAs and support processes.

+ Serve as the primary technical resource for diagnosing and resolving issues related to applications, workflows, integrations, forms, reports, permissions, data, and system configurations.

+ Communicate effectively with customer stakeholders by providing status updates, technical guidance, resolution details, and ongoing support throughout the ticket lifecycle.

+ Remotely access and support customer environments to investigate issues, perform system administration, and restore normal solution operation.

+ Perform root cause analysis by reviewing logs, configurations, workflows, integrations, and supporting technical data to identify and resolve recurring issues.

+ Execute approved configuration changes, maintenance activities, and minor enhancements to existing solutions while ensuring solution stability and performance.

+ Perform structured testing and validation of changes to confirm functionality, accuracy, and successful issue resolution prior to deployment.

+ Create and maintain accurate technical documentation, support procedures, knowledge base articles, configuration records, and solution change history.

+ Collaborate with Software Solution Engineers, Project Managers, and Engineering leadership to transition requests that require significant development, redesign, or project-level effort.

+ Participate in solution handoff and support-readiness reviews for newly implemented systems, ensuring appropriate documentation, knowledge transfer, and operational support requirements are met.

+ Leverage vendor support channels and escalation processes to resolve platform defects, software bugs, and complex technical issues.

+ Identify opportunities to improve solution reliability, user adoption, supportability, and operational efficiency through proactive recommendations and continuous improvement initiatives.

+ Provide ongoing end user and administrator training, mentoring, and technical guidance for supported solutions and platforms.

+ Maintain technical certifications, product knowledge, and expertise across the BPA technology stack through continuous learning and professional development.

+ Participate in team meetings, technical discussions, retrospectives, and process improvement initiatives while contributing to a collaborative engineering culture.

+ Support the technical needs of the Scanning Services department when assigned.

Requirements

Requirements:

+ Two or more years of experience supporting business applications, workflow platforms, enterprise content management systems, or related software solutions.

+ Experience diagnosing application, workflow, integration, data, access, and configuration issues.

+ Experience administering or supporting cloud-hosted or on-premises business applications.

+ Experience working with vendor support organizations and managing technical escalations.

+ Working knowledge of databases, SQL queries, records, permissions, and application data structures.

+ Ability to review logs, document troubleshooting steps, reproduce issues, and identify probable root causes.

+ Experience working within a ticketing, service-management, or structured support process.

+ Experience providing remote technical support across multiple customer environments.

+ Strong written documentation and customer communication skills.

+ Ability to prioritize competing requests and manage work through resolution.

+ Process-oriented mindset with consistent attention to detail, follow-through, and documentation.

+ Ability to explain technical issues to both technical and nontechnical audiences.

+ Commitment to maintaining current knowledge of supported products and technologies.

Preferred Requirements:

+ Experience with Laserfiche, Microsoft Power Platform, SharePoint, Power BI, Microsoft 365 Tenant Administration, SQL Server, Active Directory, or comparable platforms.

+ Experience supporting low-code or no-code applications and automated workflows.

+ Familiarity with JavaScript, HTML, CSS, APIs, integrations, and structured data formats.

+ Experience with enterprise content management concepts, including metadata, content types, electronic forms, workflow, records, permissions, and administration.

+ Experience creating technical documentation, knowledge articles, training materials, and support procedures.

Certification expectations:

Relevant credentials are preferred at hire. Otherwise, complete one manager-selected Laserfiche or Microsoft platform credential within 180 days through an approved development plan. Select additional credentials for assigned customer solutions.

+ Primary platform credentials

+ Laserfiche Gold Certifications – preferred for repository, permissions, security, workflow, and integration support.

+ Microsoft Applied Skills: Create and manage automated processes by using Power Automate (https://learn.microsoft.com/en-us/credentials/applied-skills/create-and-manage-automated-processes-with-power-automate/) – preferred for workflow support.

+ Microsoft Applied Skills: Create and manage canvas apps with Power Apps (https://learn.microsoft.com/en-us/credentials/applied-skills/create-manage-canvas-apps-power-apps/) – preferred for application support.

+ Microsoft Applied Skills: Build an agent in Microsoft Copilot Studio (https://learn.microsoft.com/en-us/credentials/applied-skills/build-an-agent-in-microsoft-copilot-studio/) – preferred for agent configuration and support.

+ Supporting credentials and specialization

+ Microsoft Certified: Power Platform Fundamentals (PL-900) (https://learn.microsoft.com/en-us/credentials/certifications/power-platform-fundamentals/) – recommended platform baseline.

+ Microsoft 365 Certified: Copilot and Agent Administration Fundamentals (AB-900) (https://learn.microsoft.com/en-us/credentials/certifications/copilot-and-agent-administration-fundamentals/) – preferred for assigned Microsoft 365 Copilot administration.

+ ITI