The Solution Support Engineer is responsible for supporting, maintaining, and improving software solutions implemented by the Business Process Automation team. The position serves as the primary technical resource for diagnosing and resolving incidents, service requests, configuration issues, access problems, workflow failures, integration errors, and other operational concerns affecting supported customer solutions.

Working within established support processes and service-level expectations, the Solution Support Engineer will triage requests, investigate root causes, restore normal system operation, document resolutions, and communicate progress to customer stakeholders. The position will also perform approved configuration changes, minor enhancements, structured testing, and ongoing system administration within the supported product portfolio.

When a request requires material redesign, new development, significant architectural change, or project-level effort, the Solution Support Engineer will document the findings and collaborate with the Software Solution Engineer, Engineering Manager, and project team to transition the work through the appropriate project or enhancement process.

The successful candidate will combine technical troubleshooting ability with strong documentation, customer communication, prioritization, and follow-through. This person should be comfortable supporting solutions across multiple customers and industries while identifying recurring issues and opportunities to improve solution reliability, supportability, and customer adoption.

Responsibilities:

• Monitor, prioritize, and manage incoming support requests, incidents, service tickets, and enhancement requests in accordance with department SLAs and support processes. 
• Serve as the primary technical resource for diagnosing and resolving issues related to applications, workflows, integrations, forms, reports, permissions, data, and system configurations. 
• Communicate effectively with customer stakeholders by providing status updates, technical guidance, resolution details, and ongoing support throughout the ticket lifecycle. 
• Remotely access and support customer environments to investigate issues, perform system administration, and restore normal solution operation. 
• Perform root cause analysis by reviewing logs, configurations, workflows, integrations, and supporting technical data to identify and resolve recurring issues. 
• Execute approved configuration changes, maintenance activities, and minor enhancements to existing solutions while ensuring solution stability and performance. 
• Perform structured testing and validation of changes to confirm functionality, accuracy, and successful issue resolution prior to deployment. 
• Create and maintain accurate technical documentation, support procedures, knowledge base articles, configuration records, and solution change history. 
• Collaborate with Software Solution Engineers, Project Managers, and Engineering leadership to transition requests that require significant development, redesign, or project-level effort. 
• Participate in solution handoff and support-readiness reviews for newly implemented systems, ensuring appropriate documentation, knowledge transfer, and operational support requirements are met. 
• Leverage vendor support channels and escalation processes to resolve platform defects, software bugs, and complex technical issues. 
• Identify opportunities to improve solution reliability, user adoption, supportability, and operational efficiency through proactive recommendations and continuous improvement initiatives. 
• Provide ongoing end user and administrator training, mentoring, and technical guidance for supported solutions and platforms. 
• Maintain technical certifications, product knowledge, and expertise across the BPA technology stack through continuous learning and professional development. 
• Participate in team meetings, technical discussions, retrospectives, and process improvement initiatives while contributing to a collaborative engineering culture.
• Support the technical needs of the Scanning Services department when assigned.

Requirements:

• Two or more years of experience supporting business applications, workflow platforms, enterprise content management systems, or related software solutions. 
• Experience diagnosing application, workflow, integration, data, access, and configuration issues. 
• Experience administering or supporting cloud-hosted or on-premises business applications. 
• Experience working with vendor support organizations and managing technical escalations.
• Working knowledge of databases, SQL queries, records, permissions, and application data structures. 
• Ability to review logs, document troubleshooting steps, reproduce issues, and identify probable root causes. 
• Experience working within a ticketing, service-management, or structured support process. 
• Experience providing remote technical support across multiple customer environments.
• Strong written documentation and customer communication skills. 
• Ability to prioritize competing requests and manage work through resolution. 
• Process-oriented mindset with consistent attention to detail, follow-through, and documentation. 
• Ability to explain technical issues to both technical and nontechnical audiences. 
• Commitment to maintaining current knowledge of supported products and technologies.

Preferred Requirements:

• Experience with Laserfiche, Microsoft Power Platform, SharePoint, Power BI, Microsoft 365 Tenant Administration, SQL Server, Active Directory, or comparable platforms.
• Experience supporting low-code or no-code applications and automated workflows.
• Familiarity with JavaScript, HTML, CSS, APIs, integrations, and structured data formats.
• Experience with enterprise content management concepts, including metadata, content types, electronic forms, workflow, records, permissions, and administration.
• Experience creating technical documentation, knowledge articles, training materials, and support procedures.

Certification expectations:

Relevant credentials are preferred at hire. Otherwise, complete one manager-selected Laserfiche or Microsoft platform credential within 180 days through an approved development plan. Select additional credentials for assigned customer solutions.

• Primary platform credentials
  • Laserfiche Gold Certifications  - preferred for repository, permissions, security, workflow, and integration support.
  • Microsoft  Applied Skills: Create and manage automated processes by using Power  Automate  - preferred for workflow support.
  • Microsoft  Applied Skills: Create and manage canvas apps with Power Apps - preferred for application support.
  • Microsoft  Applied Skills: Build an agent in Microsoft Copilot Studio - preferred for agent configuration and support.
• Supporting credentials and specialization
  • Microsoft  Certified: Power Platform Fundamentals (PL-900) - recommended platform baseline.
  • Microsoft 365  Certified: Copilot and Agent Administration Fundamentals (AB-900) - preferred for assigned Microsoft 365 Copilot administration.
  • ITIL  Foundation (Version 5) - preferred service-management development.
  • Microsoft  Certified: Power BI Data Analyst Associate (PL-300) - optional for reporting support.

Benefits

GROUP HEALTH INSURANCE: After a 30-day waiting period, full-time employees (who work at least 30 hours per week) and their dependents, are eligible to enroll in health benefits utilizing the Cigna network. Health options include a choice of 2 PPO plans or a High Deductible Health Plan with employer contributions to a Health Savings Account (HSA). In addition, Dental benefits are available through Mutual of Omaha as well as a Vision PPO plan utilizing the EyeMed network. Proven also offers voluntary worksite benefits including critical illness, hospital indemnity, accident coverage, short-term disability insurance, supplemental life and pet insurance. Additional offerings include an employee discount program, home and auto insurance services and commuter/transit FSA.

EMPLOYER PROVIDED LIFE/AD&D INSURANCE: After a 30-day waiting period, Proven IT provides a flat $25,000 Life Insurance benefit, administered by Mutual of Omaha, to all full-time employees (who work at least 30 hours per week). Accidental Death & Dismemberment (AD&D) benefit payments are determined based on the type of loss incurred and are payable up to the full Life Insurance benefit amount. Life and AD&D Insurance coverage amounts are reduced at ages 65, 70 and 75.

EMPLOYER PROVIDED LTD: Long-Term Disability (LTD) insurance is an employer-provided benefit and provides protection from loss of income in the event that an employee is unable to work due to illness, injury, or accident for a long period of time. The elimination period is 90-days, and the maximum benefit is 60% of covered payroll up to $6000/month. This benefit is paid entirely by Proven IT and has no cost to the employee.

EMPLOYEE ASSISTANCE PROGRAM: All employees may utilize the Disability Resource Services through Mutual of Omaha to assist themselves and their immediate family with convenient resources to help address emotional, legal and financial issues. Telephonic counseling and web-based services are available as well as a limited number of geographically accessible face-to-face sessions.

401K PLAN: All employees are eligible after 120 days of service to contribute on either a pre-tax or post-tax (Roth) basis to the 401K plan, administered by Principal Financial Services. Proven offers an employer match equal to 100% of the first 3% of deferrals plus 50% of the next 2% of deferrals.

FINANCIAL ADVISORY SERVICES: Proven IT partners with Merrill Lynch to offer financial advisement to all employees. Merrill Lynch financial advisors are available to assist employees at no cost, with their 401k and retirement questions.

PERMISSIVE TIME OFF POLICY: Proven provides a competitive paid time off policy for all full-time regular employees after a 90-day waiting period. Proven IT empowers their employees to work with their managers and team to coordinate all time off. Managers may impose a limit to requests for time off based on performance and tenure.

PARENTAL LEAVE: Proven IT offers a generous parental leave policy for new parents. After 24-months of employment, Proven provides full-time regular employees with 90-days of paid Maternity leave and 10-days of paid Paternity leave. Employees with less than 24-months of service may take the same amount of unpaid time off.

FITNESS CENTER: Proven IT offers a free on-site fitness center at the Tinley Park headquarters office location to all employees 24/7 Monday through Sunday. Employees utilize the gym equipment at their own risk.

Proven IT is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace and welcome applicants from all backgrounds. All employment decisions are based on qualifications, merit, and business needs. If you need assistance or accommodation during the hiring process, please contact us.

This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.