Dec 14, 2025
Senior Support Engineer
- Integrated Research
- Denver, CO, USA
- $145,100 - $155,100 yearly
Job Description
Posted: 12/12/2025
Closing Date: 20/12/2025
Job Type:
Permanent - Full Time
Location:
Denver, Co
Job Category:
Customer Service
We’re an ASX-listed, Australian-based, technology company embarking on an exciting journey as we pivot our strategy towards product-led growth and innovation. For nearly 40 years, the world’s largest organizations have relied on IR’s purpose-built solutions to optimize their business-critical systems, deliver better technology experiences, make smarter decisions and drive stronger outcomes.
Now, we are looking for dynamic, high performing individuals to help us deliver on the next chapter for IR. You’ll have the opportunity to make an impact at an evolving global company on the cusp of transformation and discover smarter ways of doing things. With IR you can… Discover better.
Job Description
JOB DUTIES:
Troubleshoot the company’s software suite and monitored platforms such as NonStop, WUL, SQL, ACI payment products, Cisco, Avaya, SBC, Microsoft.
Investigate and analyze complex technical issues, including advanced solution file (PACE) and C++ source code review to determine by-design behavior and root causes.
Own and maintain internal knowledge and documentation repositories including SharePoint and Training content using knowledge of Network Tracing Applications (Wireshark) and MS Office suite (Word, Excel, PowerPoint).
Provide strategic feedback to R&D and Product based on customer issues to improve product design and functionality.
Analyze, recreate, and resolve high-severity (P1/P2) issues with speed and precision, ensuring client expectations are met or exceeded.
Collaborate with cross-functional teams including R&D, Product, Sales, and Services to troubleshoot and drive issues to closure.
Reproduce customer issues in lab environments, perform deep root cause analysis, and recommend temporary and permanent resolutions.
Drive and lead the creation of detailed documentation, problem resolution processes, and internal training to support knowledge transfer.
Own and manage escalations, de-escalate high-stakes situations, and communicate effectively with both technical and executive-level stakeholders.
Advocate on behalf of clients internally and build strong relationships to support long-term satisfaction and trust.
Identify potential upselling or services opportunities through technical case engagements and communicate them to Sales or Account teams.
Coach and mentor support team members, offering training sessions, case-by-case support, and proactive knowledge sharing.
Support 24/7 coverage for Severity 1 issues via an on-call rotation.
Desired Skills and Experience
REQUIREMENTS:
Bachelor of Science in Computer/Electronics Engineering or closely related field plus at least five (5) years of experience as a SW Support Engineer.
In the alternative, MS + 3 is acceptable.
Experience must include at least three (3) years’ working knowledge of: Root cause analysis, debugging, & product architecture; multi-platform systems admin & complex SW troubleshooting; HPE NonStop, WUL (Windows, Unix, Linux), DB System (MSSQL, Postgres, Access), ACI payment products, Cisco Platforms, Avaya Platforms, Session Border Controller; adv solution file (PACE) & C++ source code, Network Tracing Applications (Wireshark), MS Office (Word, Excel, PPT).
Position may telecommute from home up to 100% of work schedule.
Travel req up to 20% of work schedule to client sites & global IR offices .
LOCATION OF EMPLOYMENT: 4700 South Syracuse Street, Suite 1000, Denver, CO 80237. Position is eligible to telecommute 100% of work schedule.
Applicants are to send cover letter and resume to delaney.danca@ir.com or mail to Integrated Research, Inc., Attn: HR/D. Danca, 4700 S. Syracuse St, Ste 1000, Denver, CO 80237. App must ref. job #10133DS.
RATE OF PAY: $ 145,100.00 to $155,100.00 per year. The employer will pay or exceed the prevailing wage, as determined by the U.S. Department of Labor.
What We Offer:
Impact: Be a key player in a small team where your contributions directly influence the company's success.
Flexible Work Culture: Benefit from a flexible work environment that promotes work-life balance and remote work.
Competitive Compensation: Receive a competitive salary and benefits package, with eligibility for equity.
Medical, Dental, Vision Insurance
401k with Employer Contributions
Paid Time Off & Birthday Leave
Health Savings Account (HSA) Contributions with High Deductible Health Plan
Short-Term/Long-Term Disability Insurance
And more!
At IR we celebrate, support, and thrive on difference for the benefit of our employees, our products, and our community. We are proud to be an Equal Employment Opportunity employer and encourage applications from all suitable candidates; we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
Closing Date: 20/12/2025
Job Type:
Permanent - Full Time
Location:
Denver, Co
Job Category:
Customer Service
We’re an ASX-listed, Australian-based, technology company embarking on an exciting journey as we pivot our strategy towards product-led growth and innovation. For nearly 40 years, the world’s largest organizations have relied on IR’s purpose-built solutions to optimize their business-critical systems, deliver better technology experiences, make smarter decisions and drive stronger outcomes.
Now, we are looking for dynamic, high performing individuals to help us deliver on the next chapter for IR. You’ll have the opportunity to make an impact at an evolving global company on the cusp of transformation and discover smarter ways of doing things. With IR you can… Discover better.
Job Description
JOB DUTIES:
Troubleshoot the company’s software suite and monitored platforms such as NonStop, WUL, SQL, ACI payment products, Cisco, Avaya, SBC, Microsoft.
Investigate and analyze complex technical issues, including advanced solution file (PACE) and C++ source code review to determine by-design behavior and root causes.
Own and maintain internal knowledge and documentation repositories including SharePoint and Training content using knowledge of Network Tracing Applications (Wireshark) and MS Office suite (Word, Excel, PowerPoint).
Provide strategic feedback to R&D and Product based on customer issues to improve product design and functionality.
Analyze, recreate, and resolve high-severity (P1/P2) issues with speed and precision, ensuring client expectations are met or exceeded.
Collaborate with cross-functional teams including R&D, Product, Sales, and Services to troubleshoot and drive issues to closure.
Reproduce customer issues in lab environments, perform deep root cause analysis, and recommend temporary and permanent resolutions.
Drive and lead the creation of detailed documentation, problem resolution processes, and internal training to support knowledge transfer.
Own and manage escalations, de-escalate high-stakes situations, and communicate effectively with both technical and executive-level stakeholders.
Advocate on behalf of clients internally and build strong relationships to support long-term satisfaction and trust.
Identify potential upselling or services opportunities through technical case engagements and communicate them to Sales or Account teams.
Coach and mentor support team members, offering training sessions, case-by-case support, and proactive knowledge sharing.
Support 24/7 coverage for Severity 1 issues via an on-call rotation.
Desired Skills and Experience
REQUIREMENTS:
Bachelor of Science in Computer/Electronics Engineering or closely related field plus at least five (5) years of experience as a SW Support Engineer.
In the alternative, MS + 3 is acceptable.
Experience must include at least three (3) years’ working knowledge of: Root cause analysis, debugging, & product architecture; multi-platform systems admin & complex SW troubleshooting; HPE NonStop, WUL (Windows, Unix, Linux), DB System (MSSQL, Postgres, Access), ACI payment products, Cisco Platforms, Avaya Platforms, Session Border Controller; adv solution file (PACE) & C++ source code, Network Tracing Applications (Wireshark), MS Office (Word, Excel, PPT).
Position may telecommute from home up to 100% of work schedule.
Travel req up to 20% of work schedule to client sites & global IR offices .
LOCATION OF EMPLOYMENT: 4700 South Syracuse Street, Suite 1000, Denver, CO 80237. Position is eligible to telecommute 100% of work schedule.
Applicants are to send cover letter and resume to delaney.danca@ir.com or mail to Integrated Research, Inc., Attn: HR/D. Danca, 4700 S. Syracuse St, Ste 1000, Denver, CO 80237. App must ref. job #10133DS.
RATE OF PAY: $ 145,100.00 to $155,100.00 per year. The employer will pay or exceed the prevailing wage, as determined by the U.S. Department of Labor.
What We Offer:
Impact: Be a key player in a small team where your contributions directly influence the company's success.
Flexible Work Culture: Benefit from a flexible work environment that promotes work-life balance and remote work.
Competitive Compensation: Receive a competitive salary and benefits package, with eligibility for equity.
Medical, Dental, Vision Insurance
401k with Employer Contributions
Paid Time Off & Birthday Leave
Health Savings Account (HSA) Contributions with High Deductible Health Plan
Short-Term/Long-Term Disability Insurance
And more!
At IR we celebrate, support, and thrive on difference for the benefit of our employees, our products, and our community. We are proud to be an Equal Employment Opportunity employer and encourage applications from all suitable candidates; we never discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.
ID
a30240833f031c2a8d57f04fe7639bc3
