Banyan Software is the best permanent home for software businesses that serve specialized industries, their employees, and their customers. We are on a mission to acquire, build, and grow great companies worldwide, helping them modernize through shared AI expertise and operational discipline. The Banyan Software Foundation, endowed with $100 million in Banyan stock, leverages technology to build a greener and more equitable world. Banyan is Great Place to Work Certified, a five-time Inc. 5000 honoree, and a top 10 company on the Deloitte Technology Fast 500. Founded in 2016 and headquartered in Atlanta, Banyan operates more than 100 portfolio companies across North America, the UK, EU, and APAC.
About Innovatum
Innovatum is an enterprise software company serving the medical device, pharmaceutical, and life sciences industries. Our customers build everything from orthopedic implants and surgical robots to ventilators and cancer therapies, and they rely on our software to run mission-critical operations in highly regulated environments. We are a tight-knit team of about 20 people, and we are a proud part of the Banyan Software family of enterprise software companies.
We are in an exciting phase: continuing to support and evolve our established enterprise platform while preparing to launch a new SaaS product in 2027. This role will play a meaningful part in both.
About the Role
We are hiring a mid-level, customer-facing Application Support Engineer to support enterprise customers operating our software in production and non-production environments. This role is primarily customer-facing: you will be the first technical voice our customers hear when something goes wrong, and you will own issues from intake through resolution. Alongside customer support, you will perform software installations and upgrades in customer environments, troubleshoot issues across Windows servers and virtual machines, and work with SQL databases to investigate and resolve data-related problems. SQL is used regularly in this role.
This role is well-suited for someone with strong technical fundamentals, a structured approach to problem-solving, and genuine comfort engaging directly with enterprise customers, including in high-urgency situations.
You will join a small, cross-functional team where everyone contributes. Average ticket load is roughly 3 to 4 active cases per engineer at any time. After-hours coverage is rare, supported by a third-party answering service and a hierarchy call list, with only a handful of after-hours calls per year.
Location: Atlanta, GA (Hybrid: 3 days in office, 2 days remote)
Employment Type: Full Time
Reports to: Services Manager
Responsibilities
Customer Support and Investigation (approximately 50–60% of the role)
- Serve as the primary customer-facing technical resource for support cases and troubleshooting calls with enterprise B2B customers.
- Confirm impact and urgency, ask effective diagnostic questions, and provide timely, clear status updates throughout the case lifecycle.
- Communicate resolutions in plain language; manage customer expectations professionally, including during production-down or high-urgency scenarios.
- Be prepared to join calls with large enterprise customer teams (up to 15 or more participants) and represent Innovatum credibly under pressure.
- Investigate issues using application logs, Windows Event Viewer, services, scheduled tasks, configuration settings, and basic networking checks.
Installations and Upgrades (approximately 20–25% of the role)
- Perform enterprise software installations, upgrades, and patching in customer environments following documented procedures.
- Validate prerequisites, execute checklists accurately, and complete post-install verification.
- Provide backup coverage for our senior installation resource.
SQL Server Support (approximately 15–20% of the role)
- Write and run queries to validate data and identify anomalies: joins, filtering, grouping, aggregations.
- Perform basic DDL and DML as permitted: create or modify tables, insert, update, and delete records.
- Review SQL Server Agent jobs, check permissions, and monitor basic database health, with guidance available for less common tasks.
Data Migration Support (growing over time)
- Assist senior team members with customer data migration projects as you become familiar with the system.
Documentation and Collaboration
- Document troubleshooting steps, evidence, and outcomes in tickets.
- Contribute to internal knowledge base articles.
- Collaborate with implementation and engineering teams on escalations, providing strong technical evidence and clear reproduction steps.
Qualifications for Success
- 3 to 6 years of experience in enterprise software support, technical support engineering, application support, or a similar customer-facing technical role.
- Demonstrable comfort working directly with enterprise customers: leading calls, managing expectations, and communicating clearly under pressure.
- Solid SQL query skills: comfortable writing SELECT statements with JOINs, filtering, grouping, and aggregations.
- Strong troubleshooting ability in Windows server environments, including log analysis and Windows Event Viewer.
- Ability to access and investigate customer environments via remote tools and VM access.
- Strong written and verbal communication skills, including the ability to explain technical issues to non-technical stakeholders.
- Demonstrated ability to solve ambiguous problems using a structured approach and sound judgment.
- High attention to detail; willingness to read log files line by line when needed.
- Self-motivated with a desire to learn new software, environments, and support processes.
Willingness to ask for help and communicate proactively when stuck.
Required Qualifications
We expect the strongest candidates to have these. Minor gaps are addressable through onboarding.
- Experience performing enterprise software installations and upgrades, including prerequisites validation and post-install verification.
- Familiarity with SQL Server DDL and DML: creating or modifying tables, writing inserts, updates, and deletes.
- Exposure to SQL Server operational concepts: Agent jobs, user permissions and roles, backup and restore coordination.
- Ability to write intermediate SQL: CTEs, subqueries, or aggregations used to investigate data anomalies.
- Experience with ticketing systems (Freshdesk or similar) and remote support tools.
Nice-to-Have Qualifications
These are differentiators. Absence does not disqualify.
- Experience in life sciences, medical device, pharma, or other regulated manufacturing environments.
- Experience troubleshooting printing systems: print servers, drivers, queues, and network printers.
- Familiarity with SQL Server high availability concepts: merge replication or Always On Availability Groups (basic architecture, monitoring, common issues).
- Exposure to Microsoft Azure: supporting Windows and SQL workloads, basic VM management, networking, and storage.
- SQL and database development experience: writing or troubleshooting stored procedures, triggers, or functions.
- PowerShell scripting experience.
Core Competencies
- Inquisitive problem-solver: You form hypotheses, test them, and use evidence to converge on a fix.
- Customer-first communicator: Clear updates, good questions, realistic next steps.
- Ownership mindset: You drive issues end to end, including follow-up and documentation.
- Patient learner: Our software is mature and our industry is niche. Expect a real learning curve in the first year. We will support you, but you need to bring curiosity.
What We Offer
- Meaningful work supporting customers in mission-critical, regulated industries.
- A small, collaborative team where your contributions are visible.
- Opportunity to grow with us as we launch a new SaaS product in 2027.
- Hybrid work model with 2 work-from-home days per week.
- Competitive benefits package.
Work Authorization & Compensation
This role is based in the United States. We are unable to provide visa sponsorship for this position. This role offers USD 75K - 100K Base and benefits
Diversity, Equity, Inclusion & Equal Employment Opportunity at Banyan: Banyan affirms that inequality is detrimental to our Global Teams, associates, our Operating Companies, and the communities we serve. As a collective, our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Banyan is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
Beware of Recruitment Scams
We have been made aware of individuals fraudulently posing as members of our Talent Acquisition team and extending fake job offers. These scams may involve requests for personal information or payment for equipment.
Protect yourself by following these steps:
- Verify that all communications from our recruiting team come from an @banyansoftware.com email address.
- Remember, employers will never request payment or banking information during the hiring process.
- If you receive a suspicious message, do not respond — instead, forward it to [email protected] and/or report it to the platform where you received it.
Your safety and security are important to us. Thank you for staying vigilant.
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Banyan Software is a buy and hold for life acquirer of vertical market software businesses. Founded in 2016 by David Berkal, Banyan was created to offer software owners a third option beyond selling to a competitor focused on cutting costs or a traditional investment firm that would resell the business a few years later. As a private company with no fund timeline and no exit pressure, Banyan holds and grows its businesses for life. Unlike private equity firms, Banyan preserves the culture, brand, and autonomy of each business rather than consolidating or cutting costs to maximize short-term returns. Every acquired company keeps its management team, brand identity, and customer relationships intact. Banyan works closely with each owner to find the right path forward, whether they want to stay at the helm, transition to an advisory role, or make a graceful exit. Many owners choose to retire or move on, either at closing or within a year or two. In those cases, Banyan partners with the outgoing owner to recruit a new CEO who is the right fit for the team and culture. Every Banyan company is paired with a dedicated Operating Leader who provides strategic guidance and support. Companies also gain access to the Banyan Business Community, which includes CEO Summits, functional Guilds, an online portal, and peer networks. Growth Enablement resources are available across finance, technology, sales and marketing, HR, legal, and talent. Banyan also invests in AI capabilities across its portfolio to help modernize products and accelerate growth. Banyan acquires profitable, market-leading enterprise software businesses with annual revenues generally greater than $2M, a high proportion of recurring revenue, strong customer retention, and engaged employees. The portfolio spans vertical markets including education, government, financial services, healthcare, media and entertainment, and transportation, with businesses across North America, the United Kingdom, Europe, and Australia and New Zealand
Key team members
Adam Cole
Michael Giske
Lisa Cowan
Alex Jarzebowicz
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