Principal Software Engineer

• Elevation Builder Support Engineer I

• The Elevation Builder Support Engineer I is responsible for front-line support of Elevation Builder users, focusing on responding to trouble tickets, answering user questions about tool functionality, and escalating issues that require development support.
• This role ensures users have a reliable, responsive point of contact for issues and how to questions.

• Monitor and work incoming trouble tickets from users.
• Triage issues, validate problem descriptions, and determine impact and urgency.
• Gather detailed issue information (steps to reproduce, screenshots, logs, environment details, affected users).

• Answer user questions on Elevation Builder tool functionality (how to, configuration options, expected behavior).
• Provide clear, written and verbal explanations tailored to the user's technical level.
• Document repeat questions into FAQs, quick tips, or internal knowledge base articles.
• Issue escalation and coordination
• Identify issues that require development support (defects, performance problems, integration failures) and route them appropriately.
• Provide developers with clean, reproducible cases and all relevant context.
• Follow up on escalated tickets and keep users informed on status and next steps.

• Maintain accurate records in the ticketing system (classification, notes, resolution steps).
• Contribute to and update user-facing documentation, runbooks, and SOPs for common issues.
• Quality and continuous improvement
• Flag recurring issues and patterns to the team for root cause analysis.
• Suggest improvements to support processes, macros, and templates based on day to day experience.

• 1 3 years of experience in a technical support, help desk, or application support role.
• Basic understanding of web-based business tools (e.g., authentication, roles/permissions, basic data flows).
• Experience working with a ticketing system (ServiceNow, Jira Service Management, Salesforce, etc.).
• Strong written and verbal communication skills, with the ability to translate technical concepts into user-friendly language.

• Familiarity with software development concepts (e.g., environments, releases, defects, logs).
• Experience supporting internal business tools or low-code / configuration-based platforms.
• Exposure to working directly with developers or product teams on issue resolution.

• Customer focus Responds promptly, sets clear expectations, and follows through.
• Attention to detail Carefully records issue details and resolution steps.
• Problem solving Uses available tools, documentation, and logs to narrow down root causes.
• Collaboration Works closely with developers, product owners, and other support staff.
• Learning agility Quickly absorbs new features and changes in Elevation Builder.

• Ticket triage
• Ticketing systems (ServiceNow, Jira Service Management, Salesforce)
• Technical support
• Application support
• Troubleshooting
• Issue analysis
• Incident management
• User support
• Documentation
• Knowledge base management
• FAQ creation
• Web-based applications
• Authentication
• Roles and permissions
• Data flow understanding
• Communication skills
• Root cause analysis
• Log analysis

• Software development concepts
• Environments (dev, test, prod)
• Release management
• Defect tracking
• Low-code platforms
• Configuration-based platforms
• Developer collaboration
• Product team collaboration

• Total Exp: 8-12Years
• Rel Exp: 5+ year

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