Backend Support Specialist

PURPOSE

The Backend Support Specialist plays a critical role in supporting customers and field personnel during the implementation and ongoing use of ibml products. This role partners closely with Professional Services, Engineering, and Support teams to ensure backend systems, software, and integrations are configured correctly and operating as expected.

You will provide technical expertise behind the scenes, supporting system setup, integrations, troubleshooting, and enhancements that enable customers to successfully deploy and operate ibml's intelligent capture solutions within their environments.

JOB DESCRIPTION

ROLE AND RESPONSIBILITIES

• Provide backend technical support for customers implementing ibml hardware and software solutions
• Support Professional Services and field teams during pre-installation, installation, and post-go-live phases
• Assist with system configuration, software installation, and integration with customer environments
• Troubleshoot backend application, database, and system issues related to ibml implementations
• Work with clients and internal teams to support Statements of Delivery and technical requirements
• Maintain and update technical documentation, configurations, and knowledge base content
• Collaborate with Product Engineering and Software Development teams by providing feedback from customer implementations
• Assist in testing new products, releases, and enhancements prior to customer deployment
• Develop and maintain a strong working knowledge of ibml hardware, software, and supported integrations
• Ensure proper management and control of company tools, documentation, software, and intellectual property
• Perform other duties as assigned by the Director of Professional Services

PREFERRED SKILLS, QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Bachelor's degree in Business, Computer Science, Management Information Systems, or equivalent experience
• 3-5 years of experience supporting software, systems integration, or enterprise applications
• Strong technical understanding of backend systems and customer environments
• Working knowledge of Windows operating systems
• Experience with databases and SQL, including Microsoft SQL Server (experience with Oracle, DB2, Informix, or Sybase is a plus)
• Familiarity with SQL queries, data connectors, and system integrations
• Basic knowledge of C# or similar programming languages
• Excellent written, verbal, and interpersonal communication skills
• Ability to manage multiple priorities and support multiple implementations simultaneously
• Limited travel may be required; primarily office or remote-based support
• Experience supporting document capture, imaging, or scanning solutions
• Familiarity with ibml scanning platforms and products
• Basic programming or scripting experience
• Experience working with enterprise customers
• Foreign language skills

ADDITIONAL NOTES

• Successful Backend Support Specialists enjoy solving technical problems and working collaboratively across teams. You are comfortable digging into system details, troubleshooting issues, and explaining technical concepts clearly to both technical and non-technical audiences.
• You can work independently while maintaining strong communication with internal teams and customers. You balance attention to detail with an understanding of the overall customer solution, always keeping customer success as the top priority.
• An outstanding candidate demonstrates strong technical curiosity, solid analytical skills, and a customer-focused mindset, helping ensure ibml implementations are stable, scalable, and successful.