Verified Job
IT / Software / Data Analyst
Technical Support Engineer - Innovatum
IT / Software / Data Analyst
#31423
Remote / WFH
Banyan Software
Job Description
Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. We are on a mission to acquire, build, and grow great companies worldwide, helping them modernize through shared AI expertise and operational discipline. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world. Banyan is Great Place to Work Certified, a five-time Inc. 5000 honoree, and a top 10 company on the Deloitte Technology Fast 500. Founded in 2016 and headquartered in Atlanta, Banyan operates more than 100 portfolio companies across North America, the UK, EU, and APAC.
About Innovatum
Innovatum is an enterprise software company serving the medical device, pharmaceutical, and life sciences industries. Our customers build everything from orthopedic implants and surgical robots to ventilators and cancer therapies, and they rely on our software to run mission-critical operations in highly regulated environments. We are a tight-knit team of about 20 people, and we are a proud part of the Banyan Software family of enterprise software companies.
We are in an exciting phase: continuing to support and evolve our established enterprise platform while preparing to launch a new SaaS product in 2027. This role will play a meaningful part in both.
Location: Atlanta, GA (Hybrid: 3 days in office, 2 days remote)
Employment Type: Full Time
Reports to: Services Manager
Compensation: $75,000 to $100,000 USD annually, depending on experience
Key Responsibilities
Installations and Upgrades (approximately 20 to 25% of the role)
Perform enterprise software installations, upgrades, and patching in customer environments.
Validate prerequisites, follow documented procedures, and complete post-install verification.
Provide backup coverage for our senior installation resource.
Customer Support and Investigation (approximately 30 to 40% of the role)
Serve as a primary customer-facing technical resource for support cases and troubleshooting calls.
Confirm impact and urgency, ask effective diagnostic questions, and provide timely status updates.
Explain resolutions in customer-friendly language.
Investigate issues using application logs, Windows Event Viewer, services, scheduled tasks, configuration settings, and basic networking checks.
Required Qualifications
3 to 6 years of experience in enterprise software support, technical support engineering, systems administration, or a similar customer-facing technical role.
Solid SQL query skills: comfortable writing SELECT statements with JOINs, filtering, grouping, and aggregations (more than just basic SELECT statements).
Strong troubleshooting skills in Windows server environments, including log analysis and Windows Event Viewer.
$75,000 - $100,000 a year - Full-time
About Innovatum
Innovatum is an enterprise software company serving the medical device, pharmaceutical, and life sciences industries. Our customers build everything from orthopedic implants and surgical robots to ventilators and cancer therapies, and they rely on our software to run mission-critical operations in highly regulated environments. We are a tight-knit team of about 20 people, and we are a proud part of the Banyan Software family of enterprise software companies.
We are in an exciting phase: continuing to support and evolve our established enterprise platform while preparing to launch a new SaaS product in 2027. This role will play a meaningful part in both.
Location: Atlanta, GA (Hybrid: 3 days in office, 2 days remote)
Employment Type: Full Time
Reports to: Services Manager
Compensation: $75,000 to $100,000 USD annually, depending on experience
Key Responsibilities
Installations and Upgrades (approximately 20 to 25% of the role)
Perform enterprise software installations, upgrades, and patching in customer environments.
Validate prerequisites, follow documented procedures, and complete post-install verification.
Provide backup coverage for our senior installation resource.
Customer Support and Investigation (approximately 30 to 40% of the role)
Serve as a primary customer-facing technical resource for support cases and troubleshooting calls.
Confirm impact and urgency, ask effective diagnostic questions, and provide timely status updates.
Explain resolutions in customer-friendly language.
Investigate issues using application logs, Windows Event Viewer, services, scheduled tasks, configuration settings, and basic networking checks.
Required Qualifications
3 to 6 years of experience in enterprise software support, technical support engineering, systems administration, or a similar customer-facing technical role.
Solid SQL query skills: comfortable writing SELECT statements with JOINs, filtering, grouping, and aggregations (more than just basic SELECT statements).
Strong troubleshooting skills in Windows server environments, including log analysis and Windows Event Viewer.
$75,000 - $100,000 a year - Full-time
