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Support Engineer
Comsense - An Advantive Company
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Support Engineer

Comsense - An Advantive Company

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Details
Posted:
February 20, 2025
Location:
United States
Level:
Entry Level
NOTE: Candidates can either live in the United States or Canada
 
As a Support Engineer, you provide technical expertise within the Advantive support team.  You are a specialist in your area and are accountable for assisting with or taking over complex support cases problems to computer software.  You are responsible for research and development of resolutions to new and emerging issues.  Our Support Engineer team is fully remote, and you will provide support through various channels, including phone, email and our support portal. Your primary responsibility will be to research software errors and process issues, and to escalate more complex technical concerns to Development or level III engineers once vetted, ensuring customer satisfaction and maintaining world-class service standards.  

 
As a Support Engineer, you must be professional, solution-oriented, and driven to uncover the root cause of any given problem. You will be able to quickly analyze the situation, identify the solution, and make clear and informed recommendations to peers, cross-functional groups and leadership. You will be able to demonstrate superb communication, organization, and time management skills, and be able to effectively handle several diverse and complex problems at the same time. 
 

  • Diagnose, troubleshoot and monitor open support tickets to resolution where possible, and utilizing solid troubleshooting methodologies. 
  • Communicate effectively with clients and teammates throughout the ticket process via various channels such as email, chat and phone. 
  • Respond to new messages in the help center (powered by Salesforce) and answer incoming support cases in a timely fashion. 
  • Collaborate new knowledge center articles & tutorials to assist customers and other support engineers. 
  • Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time. 
  • Act as a Mentor and guide for Support Engineer I or other team members/partners who need assistance. 

 

Requirements:

  • 2 years or more of technical support experience working with Enterprise customers 
  • Flexible work schedule when necessary 

Bonus Skills and Industry Knowledge

  • Comsense software functionality
  • Familiarity with the distribution industry
  • Familiarity with the door and hardware industry
  • Experience in warehouse processes
  • Experience with accounting principles, basic G/L process and financials 

Internal Number: 351090
About Comsense - An Advantive Company
Advantive, a leader in ERP and MES software for specialty manufacturing and distribution businesses, has acquired Comsense, a leading provider of ERP solutions for architectural opening distributors. Based in Toronto, Canada, Comsense has been delivering purpose-built software since 1989, helping distributors manage project estimating, detailing, specification writing, and enterprise operations. With deep industry expertise and a commitment to customer success, Comsense has become a trusted partner for businesses across North America. Through this acquisition, Advantive strengthens its portfolio with Comsense’s specialized solutions, furthering its mission to streamline complex workflows, enhance operational visibility, and drive profitability. Now, with expanded capabilities, Advantive continues to deliver end-to-end software that optimizes the full lifecycle of manufacturing and distribution—from scheduling and inventory management to e-commerce, financials, and analytics—empowering customers with cutting-edge technology and industry expertise.
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