Application Support Engineer

About the role

We are hiring a mid-level, customer-facing Application Support Engineer to support enterprise customers operating our software in production and non-production environments. This role is primarily customer-facing: you will be the first technical voice our customers hear when something goes wrong, and you will own issues from intake through resolution. Alongside customer support, you will perform software installations and upgrades in customer environments, troubleshoot issues across Windows servers and virtual machines, and work with SQL databases to investigate and resolve data-related problems. SQL is used regularly in this role. This role is well-suited for someone with strong technical fundamentals, a structured approach to problem-solving, and genuine comfort engaging directly with enterprise customers, including in high-urgency situations. 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

Responsibilities

• Customer Support and Investigation (approximately 50-60% of the role)
• Serve as the primary customer-facing technical resource for support cases and troubleshooting calls with enterprise B2B customers.
• Confirm impact and urgency, ask effective diagnostic questions, and provide timely, clear status updates throughout the case lifecycle.
• Communicate resolutions in plain language; manage customer expectations professionally, including during production-down or high-urgency scenarios.
• Be prepared to join calls with large enterprise customer teams (up to 15 or more participants) and represent Innovatum credibly under pressure.
• Investigate issues using application logs, Windows Event Viewer, services, scheduled tasks, configuration settings, and basic networking checks.
• Installations and Upgrades (approximately 20-25% of the role)
• Perform enterprise software installations, upgrades, and patching in customer environments following documented procedures.
• Validate prerequisites, execute checklists accurately, and complete post-install verification.
• Provide backup coverage for our senior installation resource.
• SQL Server Support (approximately 15-20% of the role)
• 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, and 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, providing strong technical evidence and clear reproduction steps.
• Qualifications for Success
• 3 to 6 years of experience in enterprise software support, technical support engineering, application support, or a similar customer-facing technical role.
• Demonstrable comfort working directly with enterprise customers: leading calls, managing expectations, and communicating clearly under pressure.
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Benefits

Additional Information

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.

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