Support Engineer at Albi in Chicago, IL

We are a fast-growing SaaS company on a mission to propel the restoration industry forward by empowering restoration companies with the technology they need to scale and grow their businesses.

As our customer base continues to grow, we are expanding our global support organization to ensure customers receive reliable, timely, and high-quality technical support.

We are looking for a Support Engineer to join our Chicago-based team. This is an entry-level / junior engineering role that works closely with Support Specialists and senior engineers to troubleshoot, fix, and resolve customer issues. You will work directly on production-impacting problems, contributing code fixes, data corrections, and configuration changes under established processes and guidance.

This position is based out of Chicago office and requires 4 days on site.

Key Responsibilities

• Partner with Support Specialists to investigate, troubleshoot, fix, and resolve customer-reported technical issues.
• Diagnose root causes by analyzing application behavior, logs, and data.
• Implement code fixes in .NET-based applications for well-scoped, low-to-medium complexity issues, following established development and deployment processes.
• Write and execute SQL queries, including safe bulk operations (updates/inserts) to correct data issues when required.
• Reproduce issues in lower environments and validate fixes before deployment.
• Own assigned support cases end-to-end, ensuring timely communication, proper resolution, and post-fix validation.
• Escalate complex or high-risk issues to senior engineers with clear analysis and proposed solutions.
• Collaborate with engineering and QA teams to ensure fixes are properly tested and released.
• Document fixes, root causes, and preventive steps in internal knowledge bases.
• Participate in shift handovers to ensure continuity across time zones.
• Continuously build technical expertise in the product, platform, and support tooling.