Job Summary

The Developer Support Engineer is  responsible for supporting InterSystems IRIS Data Platform—an integrated platform for high-speed data processing and analytics with interoperability—as well as its related products.   The Developer Support Engineer is responding to inquiries from customers using our products, organizing the issues, and working with your team and relevant departments to lead them toward resolution.

This role emphasizes quality and depth of problem-solving over case volume, with a strong focus on building long-term trust with a highly technical customer base. It offers a collaborative, global environment with opportunities to work closely with engineers across overseas offices. The position requires a hands-on approach to investigating and verifying issues, rather than simply escalating them, and provides access to source code and detailed technical information to support a deeper understanding of the product.

Main responsibilities include:

• Handling inquiries via email, phone, and online meetings.
• Carefully understanding situations and background to organize issues.
• Recording and sharing response history using internal tools
• Collaborating with other departments as needed.
• Resolving issues in coordination with engineers from various countries
• Reviewing product source code and investigating root causes when necessary
• Working directly with product development engineers to resolve technical issues
• Sharing information within the team and participating in process improvements
• While most work is handled online (email, phone, meetings), onsite support may be required when necessary (not frequent).
• Participate in extended support coverage on a rotational basis. This will require you to work occasional weekend or evening hours. This additional time would be compensated.

Experience and Qualifications

• 6+ years of programming experience
• Enthusiasm for solving interesting problems
• Experience with Unix/Linux, Windows or Cloud environments a plus
• Experience with networking or storage subsystems is a plus
• Strong Communication skills a must.
• Experience in the IT / Software industry is valued
• Customer support or help desk experience
• Experience in customer interaction or coordination
• Experience in the IT industry
• Experience using English at work (email, conversation, etc.)
• Knowledge or experience in log analysis, troubleshooting, SQL, OS command operations, or issue isolation
• Ability to listen carefully and explain clearly and calmly
• Comfortable with English (willing to learn through work and training)

Education and Training

• BS in Computer Science, Engineering or hard Science