Remote Backend Software Support Engineer - India / Sri Lanka (US Hours)

TRAILD: Who are we?

TRAILD is a dynamic, fast-growing SaaS company that streamlines, automates and protects Accounts Payable.

Just as your bank provides always on risk protection for your credit card, TRAILD provides a similar level of security to help businesses protect their B2B payments from fraud, errors and mistakes.

Our specialised Accounts Payable software integrates with leading business ERP systems like SYSPRO, Acumatica, MYOB, and EPICOR to help clients make their AP process more streamlined, automated and secure.

We have a rapidly growing client base, so you are about to board the rocket ship at the right time. This is an opportunity to make a real impact and with your help we can support more businesses digitise their existing operations with enhanced automation and security.

Hear how TRAILD customers speak about us here.

The Role: Want to be a part of our exciting growth journey?

We are looking for a talented, passionate, and motivated individual to join our team as a Software Support Engineer.

In this role, you will be the critical link between our development teams and customers, helping to diagnose and resolve software-related issues. You will investigate and troubleshoot escalated problems, guide and support other engineers, and contribute to the overall improvement of our platform.

This role requires a hands-on approach, where you'll be actively involved in debugging and problem-solving. Your focus will be on ensuring the software platform runs smoothly, troubleshooting incidents in real-time, and driving long-term improvements through proactive issue identification and resolution. You will also have opportunities to influence future product enhancements based on the issues you encounter and resolve.

Key Responsibilities

• Debug and resolve technical issues using .NET / C# in a live or test environment.

Debug and resolve technical issues using .NET / C# in a live or test environment.

Debug and resolve technical issues using .NET / C# in a live or test environment.

• Analyze and troubleshoot web applications, ensuring smooth functionality.

Analyze and troubleshoot web applications, ensuring smooth functionality.

Analyze and troubleshoot web applications, ensuring smooth functionality.

• Perform deep analysis of recurring or critical incidents, identifying root causes, and working with development and product teams to implement long-term solutions and avoid future issues

Perform deep analysis of recurring or critical incidents, identifying root causes, and working with development and product teams to implement long-term solutions and avoid future issues

Perform deep analysis of recurring or critical incidents, identifying root causes, and working with development and product teams to implement long-term solutions and avoid future issues

• Collaborate with cross-functional teams to drive continuous improvement initiatives. Identify inefficiencies, refine support processes, and contribute to a culture of continuous improvement. Provide insights into software weaknesses that could be improved in future development cycles

Collaborate with cross-functional teams to drive continuous improvement initiatives. Identify inefficiencies, refine support processes, and contribute to a culture of continuous improvement. Provide insights into software weaknesses that could be improved in future development cycles

Collaborate with cross-functional teams to drive continuous improvement initiatives. Identify inefficiencies, refine support processes, and contribute to a culture of continuous improvement. Provide insights into software weaknesses that could be improved in future development cycles

• Ensure that all customer interactions, issue resolutions, and troubleshooting efforts are accurately documented. Maintain up-to-date knowledge base articles, technical documentation, and best practices for future reference

Ensure that all customer interactions, issue resolutions, and troubleshooting efforts are accurately documented. Maintain up-to-date knowledge base articles, technical documentation, and best practices for future reference

Ensure that all customer interactions, issue resolutions, and troubleshooting efforts are accurately documented. Maintain up-to-date knowledge base articles, technical documentation, and best practices for future reference

• Support deployment, configuration, and troubleshooting of applications on various platforms.

Support deployment, configuration, and troubleshooting of applications on various platforms.

Support deployment, configuration, and troubleshooting of applications on various platforms.

• Provide detailed technical support for customers via multiple communication channels.

Provide detailed technical support for customers via multiple communication channels.

Provide detailed technical support for customers via multiple communication channels.

• Document solutions and contribute to building knowledge bases for future use.

Document solutions and contribute to building knowledge bases for future use.

Document solutions and contribute to building knowledge bases for future use.

• Participate in brainstorming sessions to improve processes and tools.

Participate in brainstorming sessions to improve processes and tools.

Participate in brainstorming sessions to improve processes and tools.