Mid- Level Software Support Engineer

Job Description Roles & Responsibilities We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what s next to power infinite possibilities for our customers, colleagues and society at large. About the Role: Wiley is seeking a Mid Software Support Engineer with 2-3 years of experience to play a key role in supporting Wiley's Research Exchange platform. In this position, you will be responsible for application maintenance, support, troubleshooting, and continuous improvement activities. You will work closely with development teams and cross-functional stakeholders to ensure the stability, performance, and reliability of the platform. This role requires a proactive problem solver who can investigate issues, drive resolutions for incidents and service requests, and contribute to enhancing the overall user experience and operational effectiveness of the application. How You Will Make an Impact Provide technical expertise in application maintenance, support, troubleshooting, and issue resolution. Collaborate closely with development teams to implement fixes, enhancements, and platform improvements. Investigate and resolve incidents and service requests, ensuring timely communication and resolution. Take ownership of complex support issues and provide guidance to junior team members on troubleshooting and problem resolution. Contribute to the refinement of support processes, Incident Management practices, and operational workflows. Proactively identify opportunities for application performance, reliability, and process improvements. Perform root cause analysis and document findings, recommendations, and preventative actions. Create and maintain technical documentation, standard operating procedures (SOPs), and solution requirements. Leverage AI-powered tools, including Microsoft Copilot, to assist with debugging, issue analysis, and troubleshooting activities. What We Look For 2-3 years of experience in software support, software development, or testing of web-based enterprise applications. Hands-on experience with support and monitoring tools such as Jira Service Management (JSM) , Dynatrace , Kibana , and Elasticsearch . Strong analytical, troubleshooting, and critical-thinking skills with exceptional attention to detail. Excellent verbal and written communication skills, with the ability to effectively engage both technical and non-technical stakeholders. Demonstrated experience supporting and troubleshooting web-based applications and integration technologies. Ability to work independently while also contributing effectively within a collaborative team environment. Experience onboarding new team members and mentoring junior colleagues. Proven ability to proactively identify issues, develop solutions, implement fixes, and recommend practical workarounds when required. Understanding of RESTful web services and experience using APIs for troubleshooting and analysis. Ability to write and execute SQL queries and work with relational databases. Experience utilizing AI tools, such as Microsoft Copilot, to improve debugging efficiency, issue tracing, and problem resolution. Commitment to continuous learning, process improvement, and delivering high-quality support services. We power infinite possibilities. For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what s next in science, education, and publishing creating impact that reaches everywhere. We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives. Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything. Desired Candidate Profile 2-3 years of experience in software support, software development, or testing of web-based enterprise applications. Hands-on experience with support and monitoring tools such as Jira Service Management (JSM) , Dynatrace , Kibana , and Elasticsearch . Strong analytical, troubleshooting, and critical-thinking skills with exceptional attention to detail. Excellent verbal and written communication skills, with the ability to effectively engage both technical and non-technical stakeholders. Demonstrated experience supporting and troubleshooting web-based applications and integration technologies. Ability to work independently while also contributing effectively within a collaborative team environment. Experience onboarding new team members and mentoring junior colleagues. Proven ability to proactively identify issues, develop solutions, implement fixes, and recommend practical workarounds when required. Understanding of RESTful web services and experience using APIs for troubleshooting and analysis. Ability to write and execute SQL queries and work with relational databases. Experience utilizing AI tools, such as Microsoft Copilot, to improve debugging efficiency, issue tracing, and problem resolution. Commitment to continuous learning, process improvement, and delivering high-quality support services. Company Industry PrintingPackaging Department / Functional Area IT Software Keywords Mid- Level Software Support Engineer Get real-time job updates only on our App