Technical Support & Solutions Engineer

This is a remote position.

Technical Support Engineer

Location: United States — Remote

Employment Type: Full-Time

About Twenty5

Twenty5 develops intelligent pricing and cost-estimating software that helps project-based businesses build accurate proposals, protect margins, and connect bidding with project execution. Built on SAP Business Technology Platform and SAP HANA, our solutions bring sales, delivery, and finance together through a shared source of data. We serve organizations across aerospace and defense, complex manufacturing, engineering and construction, and professional services.

About the Role

We are looking for a technically strong Technical Support Engineer to join our U.S.-based support team. Our enterprise application is built on SAP Business Technology Platform (BTP), uses Java application servers such as Tomcat, and runs on Java, ExtJS, React, and JavaScript, with SAP HANA as the database backend.

You will support end users and enterprise clients during U.S. business hours, diagnose and resolve application and infrastructure issues, assist with product installations and configuration, and collaborate with engineering to resolve complex technical problems.

This is a hands-on technical product support role. Its primary focus is troubleshooting, installation, configuration, and customer support rather than ongoing software development or ownership of DevOps infrastructure. You will learn the product deeply, understand its architecture, and develop expertise in troubleshooting across the technology stack.

We value curiosity, initiative, clear communication, and a willingness to expand your skills as our product evolves.

Key Responsibilities

1. Product Support and Troubleshooting

• Serve as a primary technical support contact for U.S.-based clients during established coverage hours.
• Diagnose and resolve application issues across the user interface, Java backend, and SAP HANA database.
• Triage incoming tickets, reproduce issues in test environments, and drive resolution within service-level commitments.
• Analyze application and server logs to identify failures, performance bottlenecks, and configuration errors.
• Escalate bugs and complex issues to engineering and product teams with clear reproduction steps, logs, and documentation.
• Keep customers and internal stakeholders informed throughout the resolution process.

2. Application Installation and Configuration

• Assist customers and internal teams with application installation, deployment, and configuration on SAP BTP.
• Support Docker-based deployments, including troubleshooting container startup, networking, and runtime issues.
• Configure and validate SSO/SAML authentication integrations between the application and customer identity providers.
• Manage and validate BTP configurations, including destinations, service bindings, and environment variables.
• Execute and maintain shell scripts for environment setup, log collection, and routine maintenance.
• Set up and troubleshoot Tomcat or comparable Java application servers.
• Follow established security and change-management procedures when accessing or modifying customer environments.

3. Database Support — SAP HANA

• Use SQL to retrieve and validate data and investigate application issues.
• Troubleshoot database connectivity, schema, and HANA Cloud configuration issues.
• Perform basic database performance checks and review slow-running queries.
• Work with engineering to identify and resolve data-layer issues affecting application performance.

4. Authentication and Security Support

• Troubleshoot SSO and SAML login issues, including metadata mismatches, expired certificates, and identity-provider configuration.
• Assist customers with integrations involving Microsoft Entra ID, Okta, SAP Identity Authentication, or comparable providers.
• Support user access, role assignments, and application permissions.
• Handle customer information and access credentials according to company security and privacy requirements.

5. Documentation and Knowledge Management

• Create and maintain troubleshooting guides, installation runbooks, and FAQs.
• Document recurring issues and contribute to the internal knowledge base.
• Prepare root-cause analysis reports for critical incidents.
• Share findings and repeatable solutions that help improve support quality and resolution speed.

6. Continuous Learning and Collaboration

• Develop a thorough understanding of product functionality, customer workflows, and application architecture.
• Stay current with relevant updates to SAP BTP, HANA, and other platform components.
• Expand technical skills based on customer needs and product changes.
• Participate in internal training, product walkthroughs, and cross-functional knowledge sharing.
• Share recurring customer challenges and product improvement opportunities with engineering and product teams.

Required Qualifications and Technical Skills

Relevant Experience

• Experience in technical application support, enterprise software support, or a comparable hands-on technical role.
• Ability to investigate issues methodically across application, database, and infrastructure layers.
• Experience communicating directly with customers or end users about technical issues.

Candidates typically bring two or more years of relevant experience. Equivalent practical experience gained through employment, education, technical training, military service, or other relevant work will be considered.

Platform and Application Knowledge

• Familiarity with SAP BTP, including its Cloud Foundry environment, service bindings, and destinations.
• Working understanding of Java application servers such as Tomcat, including startup, shutdown, log review, and error investigation.
• Experience troubleshooting JavaScript-based interfaces, including React and/or ExtJS, using browser developer tools and error messages.
• SQL proficiency for querying databases, validating data, and investigating data-related issues.
• Hands-on experience with SAP HANA or HANA Cloud, including SQL execution and basic administration.

Infrastructure and Tooling

• Linux command-line proficiency, including file navigation, process checks, and log inspection.
• Experience using Bash or comparable shell scripting for environment checks, log collection, and diagnostic tasks.
• Working knowledge of Docker, including running containers, reviewing logs, and identifying container-level issues.
• Familiarity with Git or Bitbucket for reviewing configuration files and relevant application source.
• Experience using or configuring application monitoring and performance tools such as Splunk, Kibana, Prometheus, or comparable platforms.

Communication and Support Tools

• Experience with Jira, ServiceNow, Zendesk, or a comparable ticketing system.
• Ability to write clear incident reports, technical documentation, and customer-facing updates.
• Ability to explain technical findings to audiences with different levels of technical knowledge.

Preferred Qualifications

• Prior experience supporting SAP BTP-based products or SAP cloud applications.
• Knowledge of SAP Cloud Application Programming Model (CAP), using Node.js or Java.
• Familiarity with Azure services, storage, and networking.
• Experience with Dynatrace, Azure Monitor, ELK, Splunk, or comparable monitoring tools.
• Understanding of REST APIs, including testing with Postman, interpreting responses, and troubleshooting integrations.
• Exposure to CI/CD pipelines, such as Azure DevOps or GitHub Actions.
• Experience troubleshooting SSO/SAML integrations and identity-provider configurations.

How You Work

• Approach technical problems with structured investigation and sound judgment.
• Take ownership of issues and follow through on agreed actions.
• Show empathy for customers experiencing technical difficulties.
• Work independently in a remote environment while collaborating across teams and time zones.
• Manage competing priorities and communicate when priorities or timelines change.
• Stay curious about the product and share what you learn with others.

Equal Employment Opportunity

Twenty5 is an equal opportunity employer. Employment decisions are based on job-related qualifications and business needs, without discrimination based on race, color, religion, national origin, ancestry, sex, pregnancy or related conditions, sexual orientation, gender identity or expression, age, disability, genetic information, marital status, military or veteran status, or any other status protected by applicable law.