Internal Software Support Engineer

Job Title: Internal Software Support Engineer Location: Remote (Carribean) Employment Type: Full-time Contract Reports to: Chief Technology Officer Role Overview We are seeking a technically strong, service-oriented Internal Software Support Engineer who will act as the first line of support for internal software systems and websites. This role combines IT and software support, hands-on website development, and solution design, including recommending and implementing software and CRM platforms to improve business processes and internal efficiency. Key Responsibilities Internal Software & Technical Support Provide Level 1–2 technical support for internal software tools, platforms, and web applications Troubleshoot system, website, and application issues; identify root causes and implement fixes Monitor system performance and escalate complex issues when required Install, configure, and maintain internal software, tools, and user access Log, track, and resolve incidents using ticketing systems while meeting defined SLAs Document issues, solutions, and support processes to build internal knowledge bases Website & Application Support Support, maintain, and update company websites and internal web platforms Fix bugs, improve performance, and ensure website functionality and uptime Implement content and feature updates using CMS platforms Collaborate with product, design, and engineering teams on enhancements and new features Ensure websites are secure, responsive, and optimized for performance Solution Design & Business Process Optimization Analyze existing business processes and daily workflows to identify inefficiencies and technology gaps Creating solutions and recommending software/CRM platforms to optimize business processes and day to day functions Design and recommend technical solutions to improve productivity, automation, and system reliability Research, evaluate, and recommend software tools, SaaS products, and CRM platforms to support business needs Support or lead the implementation, configuration, and optimization of selected tools and platforms Act as a technical advisor to internal teams by translating business requirements into effective system solutions Ensure recommended solutions are scalable, cost-effective, and aligned with company goals Document system configurations, integrations, and best practices for long-term maintainability Collaboration & Process Improvement Work closely with internal teams to understand system needs and resolve issues efficiently Assist with system testing, deployments, upgrades, and integrations Recommend improvements to tools, workflows, and system architecture Support a culture of continuous improvement and operational excellence Required Qualifications & Skills 2–4+ years of experience in technical support, software support, or IT support roles Hands-on experience with website development and maintenance Working knowledge of HTML, CSS, JavaScript (basic to intermediate) Experience with CMS platforms (WordPress, Webflow, or similar) Familiarity with basic backend concepts (APIs, databases, hosting environments) Strong troubleshooting and problem-solving skills Ability to communicate technical concepts clearly to non-technical users Preferred / Nice-to-Have Experience with React, PHP, or Node.js Understanding of cloud hosting, DNS, and server environments Exposure to ticketing systems (Jira, Zendesk, Freshdesk, etc.) Experience evaluating or implementing CRM platforms (HubSpot, Salesforce, Zoho, or similar) Knowledge of workflow automation and system integrations Basic knowledge of cybersecurity best practices Experience working in a fast-paced startup or scale-up environment What We Offer Opportunity to work in a growing, impact-driven company Remote working environment Exposure to both support engineering and development work Collaborative and supportive team culture Career growth and learning opportunities