Mid-Level Software Support Engineer

Job Summary

Wiley is seeking a Mid-Level Software Support Engineer with 2-3 years of experience to support the Research Exchange platform. You will be responsible for application maintenance, troubleshooting, incident resolution, and working with development teams to ensure platform stability and performance.

Responsibilities

• Provide technical expertise in application maintenance, support, troubleshooting, and issue resolution
• Collaborate with development teams to implement fixes, enhancements, and platform improvements
• Investigate and resolve incidents and service requests with timely communication
• Take ownership of complex support issues and mentor junior team members on troubleshooting
• Contribute to refinement of support processes, Incident Management practices, and operational workflows
• 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, and solution requirements

Requirements

• 2-3 years of experience in software support, software development, or testing of web-based enterprise applications
• Hands-on experience with 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 ability to engage technical and non-technical stakeholders
• Demonstrated experience supporting and troubleshooting web-based applications and integration technologies
• Ability to work independently and contribute effectively within a collaborative team environment
• Experience onboarding new team members and mentoring junior colleagues
• 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 and problem resolution

What the company offers

• Meeting-free Friday afternoons for focused work and professional development
• Robust employee programming to foster community, learning, and growth
• Commitment to fair, transparent pay and competitive compensation with comprehensive benefits package
• Workplace that promotes continual learning and internal mobility

We refresh listings regularly, but some roles close early on the source platform.