Technical Support Engineer - Innovatum

Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. We are on a mission to acquire, build, and grow great companies worldwide, helping them modernize through shared AI expertise and operational discipline. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world. Banyan is Great Place to Work Certified, a five-time Inc. 5000 honoree, and a top 10 company on the Deloitte Technology Fast 500. Founded in 2016 and headquartered in Atlanta, Banyan operates more than 100 portfolio companies across North America, the UK, EU, and APAC.

About Innovatum

Innovatum is an enterprise software company serving the medical device, pharmaceutical, and life sciences industries. Our customers build everything from orthopedic implants and surgical robots to ventilators and cancer therapies, and they rely on our software to run mission-critical operations in highly regulated environments. We are a tight-knit team of about 20 people, and we are a proud part of the Banyan Software family of enterprise software companies.

We are in an exciting phase: continuing to support and evolve our established enterprise platform while preparing to launch a new SaaS product in 2027. This role will play a meaningful part in both.

About the Role

We are hiring a mid-level, customer-facing Technical Support Engineer to support customers operating our enterprise software in production and non-production environments. You will perform installations and upgrades, troubleshoot issues across Windows servers and virtual machines, and communicate clearly with customers from intake through resolution.

This role is ideal for someone with strong technical fundamentals, an inquisitive problem-solving mindset, and high attention to detail. SQL skills will be used regularly. Deeper database administration knowledge is a plus but not a barrier to entry.

You will join a small, cross-functional team where everyone contributes. Average ticket load is roughly 3 to 4 active cases per engineer at any time. After-hours coverage is rare, supported by a third-party answering service and a hierarchy call list, with only a handful of after-hours calls per year.

Location: Atlanta, GA (Hybrid: 3 days in office, 2 days remote)

Employment Type: Full Time

Reports to: Services Manager

Compensation: $75,000 to $100,000 USD annually, depending on experience

Key Responsibilities

Installations and Upgrades (approximately 20 to 25% of the role)

• Perform enterprise software installations, upgrades, and patching in customer environments.
• Validate prerequisites, follow documented procedures, and complete post-install verification.
• Provide backup coverage for our senior installation resource.

Customer Support and Investigation (approximately 30 to 40% of the role)

• Serve as a primary customer-facing technical resource for support cases and troubleshooting calls.
• Confirm impact and urgency, ask effective diagnostic questions, and provide timely status updates.
• Explain resolutions in customer-friendly language.
• Investigate issues using application logs, Windows Event Viewer, services, scheduled tasks, configuration settings, and basic networking checks.

SQL Server Support

• Write and run queries to validate data and identify anomalies (joins, filtering, grouping, aggregations).
• Perform basic DDL and DML as permitted: create or modify tables, insert, update, delete records.
• Review SQL Server Agent jobs, check permissions, and monitor basic database health, with guidance available for less common tasks.

Data Migration Support (growing over time)

• Assist senior team members with customer data migration projects as you become familiar with the system.

Documentation and Collaboration

• Document troubleshooting steps, evidence, and outcomes in tickets.
• Contribute to internal knowledge base articles.
• Collaborate with implementation and engineering teams on escalations with strong technical evidence and clear reproduction steps.

Required Qualifications

• 3 to 6 years of experience in enterprise software support, technical support engineering, systems administration, or a similar customer-facing technical role.
• Solid SQL query skills: comfortable writing SELECT statements with JOINs, filtering, grouping, and aggregations (more than just basic SELECT statements).
• Strong troubleshooting skills in Windows server environments, including log analysis and Windows Event Viewer.
• Ability to access and investigate customer environments via remote and VM access.
• Strong written and verbal communication skills, including managing customer expectations and providing clear status updates.
• Demonstrated ability to solve ambiguous problems using a structured approach and sound judgment.
• High attention to detail and willingness to read log files line by line when needed.
• Self-motivated with a strong desire to learn new software, environments, and support processes.
• Willingness to ask for help and communicate proactively when stuck.

Expected Qualifications

We expect most strong candidates to have these. Minor gaps are addressable through onboarding.

• Experience performing enterprise software installations and upgrades, including prerequisites validation and post-install verification.
• Familiarity with SQL Server DDL and DML: creating or modifying tables, writing inserts, updates, and deletes.
• Exposure to SQL Server operational concepts: Agent jobs, user permissions and roles, backup and restore coordination.
• Ability to write intermediate SQL: CTEs, subqueries, or aggregations used to investigate data anomalies.
• Experience with ticketing systems (Freshdesk or similar) and remote support tools.

Nice-to-Have Qualifications

These are differentiators. Absence does not disqualify.

• Experience in life sciences, medical device, pharma, or other regulated manufacturing environments.
• Experience troubleshooting printing systems (print servers, drivers, queues, network printers).
• Familiarity with SQL Server high availability concepts: merge replication or Always On Availability Groups (basic architecture, monitoring, common issues).
• Exposure to Microsoft Azure: supporting Windows and SQL workloads, basic VM management, networking, and storage.
• SQL and database development experience: writing or troubleshooting stored procedures, triggers, or functions.
• PowerShell scripting experience.

Core Competencies

• Inquisitive problem-solver: You form hypotheses, test them, and use evidence to converge on a fix.
• Customer-first communicator: Clear updates, good questions, realistic next steps.
• Ownership mindset: You drive issues end to end, including follow-up and documentation.
• Patient learner: Our software is mature and our industry is niche. Expect a real learning curve in the first year. We will support you, but you need to bring curiosity.

What We Offer

• Meaningful work supporting customers in mission-critical, regulated industries.
• A small, collaborative team where your contributions are visible.
• Opportunity to grow with us as we launch a new SaaS product in 2027.
• Hybrid work model with 2 work-from-home days per week.
• Competitive benefits package.

Work Authorization

This role is based in the United States. We are unable to provide visa sponsorship for this position.

Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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