Developer Support Engineer

Job Summary

The Developer Support Engineer is responsible for supporting InterSystems IRIS Data Platform—an integrated platform for high-speed data processing and analytics with interoperability—as well as its related products. The Developer Support Engineer is responding to inquiries from customers using our products, organizing the issues, and working with your team and relevant departments to lead them toward resolution.

This role emphasizes quality and depth of problem-solving over case volume, with a strong focus on building long-term trust with a highly technical customer base. It offers a collaborative, global environment with opportunities to work closely with engineers across overseas offices. The position requires a hands-on approach to investigating and verifying issues, rather than simply escalating them, and provides access to source code and detailed technical information to support a deeper understanding of the product.

Main responsibilities include:

Handling inquiries via email, phone, and online meetings.

Carefully understanding situations and background to organize issues.

Recording and sharing response history using internal tools

Collaborating with other departments as needed.

Resolving issues in coordination with engineers from various countries

Reviewing product source code and investigating root causes when necessary

Working directly with product development engineers to resolve technical issues

Sharing information within the team and participating in process improvements

While most work is handled online (email, phone, meetings), onsite support may be required when necessary (not frequent).

Participate in extended support coverage on a rotational basis. This will require you to work occasional weekend or evening hours. This additional time would be compensated.

Experience and Qualifications

6+ years of programming experience

Enthusiasm for solving interesting problems

Experience with Unix/Linux, Windows or Cloud environments a plus

Experience with networking or storage subsystems is a plus

Strong Communication skills a must.

Experience in the IT / Software industry is valued

Customer support or help desk experience

Experience in customer interaction or coordination

Experience in the IT industry

Experience using English at work (email, conversation, etc.)

Knowledge or experience in log analysis, troubleshooting, SQL, OS command operations, or issue isolation

Ability to listen carefully and explain clearly and calmly

Comfortable with English (willing to learn through work and training)

Education and Training

BS in Computer Science, Engineering or hard Science

About InterSystems

InterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit InterSystems.com.

AI Disclaimer

InterSystems may use AI tools for its internal operations including administrative tasks during recruitment (e.g., organizing candidate information). InterSystems’ approach to AI is guided by the InterSystems Responsible AI Guidelines. AI is not used to make or influence hiring decisions. All decisions are made by InterSystems employees.

Candidates may use AI for CV or interview preparation, provided materials are truthful and reflect their own experience. AI tools and third-party transcription services must not be used during interviews or assessments.