Mid-Level Software Support Engineer

About the role

Wiley is looking for a Mid-Level Software Support Engineer to join the team responsible for the Research Exchange platform. You will ensure the application remains stable, performant, and reliable while collaborating with development and cross‑functional teams.

Key responsibilities

• Provide technical expertise for application maintenance, support, and troubleshooting.
• Investigate and resolve incidents and service requests, communicating status and outcomes.
• Collaborate with development teams to implement fixes, enhancements, and platform improvements.
• Own complex support issues and mentor junior team members.
• Contribute to incident management processes, root‑cause analysis, and documentation.
• Leverage AI tools such as Microsoft Copilot for debugging and issue analysis.

Required profile

• 2‑3 years of experience in software support, development, or testing of web‑based enterprise applications.
• Strong analytical, troubleshooting, and critical‑thinking abilities.
• Excellent verbal and written communication skills for both technical and non‑technical audiences.
• Ability to work independently and as part of a collaborative team.

Required skills

• Jira Service Management (JSM)
• Dynatrace
• Kibana
• Elasticsearch
• Microsoft Copilot