Mid- Level Software Support Engineer

Job Description: We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large. About the Role: The Software Support Engineer provides post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services. This role provides application maintenance and support, troubleshoots and performs root cause analysis, and implements resolutions for Incidents, Service Requests and Problem Requests. The Software Support Engineer works within the Technical Customer Support Function as a generalist or in a combination of disciplines. Key Responsibilities: 1. Technical Support & Maintenance a. Provide post-sale technical support services including installation, troubleshooting, problem resolution and maintenance b. Advise on all technical maintenance, issues, and support activities on applications 2. Troubleshooting & Resolution a. Troubleshoot and implement resolutions on maintenance and support requests b. Resolve problems with products, software, and processes using expert troubleshooting skills 3. Root Cause Analysis a. Perform root cause analysis of issues and implement permanent solutions b. Report on root causes of issues and document findings 4. Incident & Request Management a. Provide application maintenance and support ensuring alignment in resolution of Incidents, Service Requests and Problem Requests b. Categorize, prioritize, and triage maintenance and support requests with business users 5. Fixes & Workarounds a. Provide fixes and workarounds while working closely with development teams b. Implement solutions to maintain health of production systems 6. Documentation & Processes a. Document processes, standard operating procedures, and solution requirements b. Maintain documentation to support knowledge transfer and process improvement 7. Cross-Functional Collaboration a. Work with Infrastructure, DevOps and Service teams to provide application maintenance and support b. Communicate solutions to business users and obtain sign-off on solutions 8. Technical Skills a. Apply solid understanding of supporting web-based applications and troubleshooting b. Adhere to Agile and DevOps methodologies to support enterprise applications 9. Impact a. Impact own work and the work of others on the team b. Support achievement of objectives through quality technical support and problem resolution We power infinite possibilities. For more than 200 years, we've transformed knowledge into discoveries that shape the world. Today, our global team of innovators, creators, and experts is driving what's next in science, education, and publishing—creating impact that reaches everywhere. We're not just observers of progress. We're the ones accelerating scientific breakthroughs, advancing learning, and sparking innovation that redefines entire fields and improves lives. Here, your talent matters. Your ideas have room to grow. And your work creates breakthroughs that can change everything. Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual's status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance. We are proud that our workplace promotes continual learning and internal mobility. Our values support courageous teammates, needle movers, and learning champions all while striving to support the health and well-being of all employees. We offer meeting-free Friday afternoons allowing more time for heads down work and professional development, and through a robust body of employee programing we facilitate a wide range of opportunities to foster community, learn, and grow. We are committed to fair, transparent pay, and we strive to provide competitive compensation in addition to a comprehensive benefits package. It is anticipated that most qualified candidates will fall within the range, however the ultimate salary offered for this role may be higher or lower and will be set based on a variety of non-discriminatory factors, including but not limited to, geographic location, skills, and competencies. Wiley proactively displays target base pay range for United Kingdom, Canada and USA based roles. When applying, please attach your resume/CV to be considered. #LI-SC1