Internal Software Support Engineer

Job Title: Internal Software Support Engineer

Location: Remote (Carribean)

Employment Type: Full-time Contract

Reports to: Chief Technology Officer

Role Overview

We are seeking a technically strong service-oriented Internal Software Support Engineer who will act as the first line of support for internal software systems and websites. This role combines IT and software support hands-on website development and solution design including recommending and implementing software and CRM platforms to improve business processes and internal efficiency.

Key Responsibilities

Internal Software & Technical Support

• Provide Level 12 technical support for internal software tools platforms and web applications
• Troubleshoot system website and application issues; identify root causes and implement fixes
• Monitor system performance and escalate complex issues when required
• Install configure and maintain internal software tools and user access
• Log track and resolve incidents using ticketing systems while meeting defined SLAs
• Document issues solutions and support processes to build internal knowledge bases

Website & Application Support

• Support maintain and update company websites and internal web platforms
• Fix bugs improve performance and ensure website functionality and uptime
• Implement content and feature updates using CMS platforms
• Collaborate with product design and engineering teams on enhancements and new features
• Ensure websites are secure responsive and optimized for performance

Solution Design & Business Process Optimization

• Analyze existing business processes and daily workflows to identify inefficiencies and technology gaps
• Creating solutions and recommending software/CRM platforms to optimize business processes and day to day functions
• Design and recommend technical solutions to improve productivity automation and system reliability
• Research evaluate and recommend software tools SaaS products and CRM platforms to support business needs
• Support or lead the implementation configuration and optimization of selected tools and platforms
• Act as a technical advisor to internal teams by translating business requirements into effective system solutions
• Ensure recommended solutions are scalable cost-effective and aligned with company goals
• Document system configurations integrations and best practices for long-term maintainability

Collaboration & Process Improvement

• Work closely with internal teams to understand system needs and resolve issues efficiently
• Assist with system testing deployments upgrades and integrations
• Recommend improvements to tools workflows and system architecture
• Support a culture of continuous improvement and operational excellence

Required Qualifications & Skills

• 24 years of experience in technical support software support or IT support roles
• Hands-on experience with website development and maintenance
• Working knowledge of HTML CSS JavaScript (basic to intermediate)
• Experience with CMS platforms (WordPress Webflow or similar)
• Familiarity with basic backend concepts (APIs databases hosting environments)
• Strong troubleshooting and problem-solving skills
• Ability to communicate technical concepts clearly to non-technical users

Preferred / Nice-to-Have

• Experience with React PHP or
• Understanding of cloud hosting DNS and server environments
• Exposure to ticketing systems (Jira Zendesk Freshdesk etc.)
• Experience evaluating or implementing CRM platforms (HubSpot Salesforce Zoho or similar)
• Knowledge of workflow automation and system integrations
• Basic knowledge of cybersecurity best practices
• Experience working in a fast-paced startup or scale-up environment

What We Offer

• Opportunity to work in a growing impact-driven company
• Remote working environment
• Exposure to both support engineering and development work
• Collaborative and supportive team culture
• Career growth and learning opportunities