IT Support Engineer | USA Only

This is a remote position.

IT Support Engineer | USA

Location: USA

Type: (Remote / Hybrid)

Experience: 2–5 Years

Employment: Full-Time

Company Description

Twenty5 is an innovative software company specializing in bringing business value to project-centric industries, including Aerospace & Defense, Professional Services, and Capital Projects. By leveraging advances in predictive analysis and AI, Twenty5 optimizes pricing and cost estimation processes, making them more efficient and data-driven. By utilizing project knowledge and performance insights, we support businesses in delivering precise and effective project proposals with ease.

Role Description

We are looking for a motivated and technically strong Technical Support Engineer to join our US-based support team. Our product is a feature-rich enterprise application built on top of SAP Business Technology Platform (BTP) and Tomcat , running on Java, ExtJS, and JavaScript, with SAP HANA as the database backend.

In this role, you will be responsible for supporting end users and enterprise clients during US business hours, diagnosing and resolving application and infrastructure issues, assisting with product installations and configuration, and collaborating closely with the engineering team to escalate and resolve complex technical issues.

This is a hands-on technical support role — not a DevOps or development position. You will be expected to learn the product deeply, understand its architecture, and become the go-to expert for troubleshooting across the full stack. We value curiosity, initiative, and a willingness to grow your skillset as our product evolves.

Key Responsibilities

1. Product Support & Troubleshooting

• Serve as the primary technical support point of contact for US-based clients during business hours.

• Diagnose and resolve issues related to the application, including UI (ExtJS/JavaScript), backend (Java), and database (SAP HANA) layers.

• Triage incoming support tickets, reproduce issues in test environments, and drive resolution within SLA commitments.

• Analyze application and server logs to identify root causes of failures, performance bottlenecks, and configuration errors.

• Collaborate with the engineering and product teams to escalate bugs and complex technical issues with clear, detailed documentation.

2. Application Installation & Configuration

• Assist clients and internal teams with installation, deployment, and configuration of the application on SAP BTP.

• Support Docker-based deployments, including troubleshooting container startup, networking, and runtime issues.

• Configure and validate SSO/SAML-based authentication integrations between the application and client identity providers.

• Manage and validate BTP-specific configurations such as destinations, service bindings, and environment variables.

• Execute Shell scripts for environment setup, log collection, and routine maintenance tasks.

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