The Role Mpro5 is an operational compliance platform that helps large, multi-location businesses run smoother, safer operations by unifying tasks, checks, and reporting into one easy-to-use system—built around how our customers’ teams already work. We’re entering an exciting new chapter as a company and are looking for a Systems Engineer to join our team. As a Systems Engineer, you will be responsible for investigating and triaging reported incidents, providing exceptional customer support, and ensuring timely resolution of technical issues. This role requires a proactive individual with strong problem-solving abilities and excellent communication skills to manage incidents and support queries effectively. Key Responsibilities Investigate and triage reported incidents, ensuring accurate identification and replication of issues. Clearly document issue replication steps to facilitate efficient troubleshooting and resolution. Coordinate resolution efforts with multiple departments, ensuring all stakeholders are informed and involved as necessary. Regularly update customers with the status of their incidents, maintaining clear and professional communication. Assist with support queries as needed, ensuring all customer inquiries are addressed promptly. Respond to Customer Support requests via our ticket system, using telephone, email, and the ticket portal. Troubleshoot and monitor low to high impact issues, ensuring problems are resolved to completion and well documented. Ensure service requests and incidents are prioritized by urgency and impact to the customer. Ensure relevant support staff are aware of current support issues, facilitating effective team collaboration. Provide detailed investigation steps followed before escalating to other teams, ensuring a thorough understanding of the issue. About You A good understanding of Microsoft SQL Proven experience in a technical support or similar role, preferably within a SaaS environment. Strong problem-solving skills with the ability to think analytically and troubleshoot complex issues. Excellent written and verbal communication skills, with the ability to convey technical information clearly and concisely. Experience using ticketing systems and support tools. Ability to manage multiple tasks and priorities in a fast-paced environment. Strong customer service orientation with a commitment to providing exceptional support. A good team player Must have a positive attitude and be willing to take on tasks