We are seeking a motivated and technically skilled Technical Support Engineer (Mendix Trainee) to join our growing team. In this role, you will collaborate closely with colleagues and developers to resolve technical issues and support the software systems that power incentive distribution and reporting for clean energy technologies. You will bring a strong foundation in programming fundamentals, a problem-solving mindset, and a team-oriented approach to ensure our systems continue to meet client and program needs.
This role blends hands-on technical troubleshooting, collaboration with development teams, and opportunities to grow into Mendix development through structured training and certification. You will report to the Software Support Manager.
Daily responsibilities may include but are not limited to:
- Oversee and respond to customer inquiries, complaints, and technical issues through email, phone, and chat channels.
- Deliver user training and guidance on new or existing features in a clear and approachable manner.
- Troubleshoot and resolve application- or API-related issues with an emphasis on debugging and root-cause analysis.
- Document and investigate user-reported bugs, escalating appropriately when needed.
- Support internal teams with advanced issue triage and occasional data updates.
- Recognize recurring issues, flag them for resolution, and contribute to process improvements.
- Follow ITIL-aligned procedures to manage support requests, escalations, and SLA compliance.
- Maintain accurate records of support activities and contribute to shared team documentation.
- Complete Mendix training and achieve developer certification within 6 months.
- Contribute to the development of minor features and bug fixes using the Mendix platform after certification.
- Collaborate cross-functionally with teammates, engineers, and project managers to ensure efficient resolution of customer issues.
Minimum Requirements:
- Bachelor’s degree in Computer Science, Software Engineering, or related field preferred, or equivalent hands-on technical experience.
- Minimum 1 year of experience in software technical support (enterprise application support preferred).
- Solid grounding in programming fundamentals (data structures, logic, algorithms, debugging techniques).
- Familiarity with REST APIs, JSON, and modern integration concepts.
- Experience with Jira Software and other Atlassian products (or similar issue tracking systems).
- Strong communication skills (verbal and written) and ability to explain technical issues clearly to non-technical users.
- Collaborative mindset with a desire to learn and mentor.
- Self-motivated, detail-oriented, and comfortable managing multiple priorities.
Preferred Qualifications:
- Familiarity with Jira, Confluence, Slack, and SharePoint.
- Experience with Python scripting or similar programming languages.
- Knowledge of IT service frameworks (e.g., ITIL) and SOC 2 compliance practices.
- Background in energy efficiency, clean energy, or renewable energy programs.
- Prior exposure to low-code development platforms such as Mendix.
Compensation to commensurate with experience with the pay band of $65,000k - $85,000k/Annually with a target range of $65,000 - $76,500.
