Role: Product Investigation Engineer (Developer)
Employer: Intact Software Inc.
Product: GenetiQ ERP (www.genetiqerp.com)
Location: Fully Remote within the USA
About Us
This is your opportunity to join a team that feels like a startup but is backed by an established brand with over three decades of proven success. If you're a future-thinker, team player, and customer champion, there's a place for you at Intact. GenetiQ is the next-generation ERP platform that's transforming how LBM and inventory-focused businesses operate - designed and developed by Intact Software, with teams across the USA, Ireland, and the UK.
Continuously innovating since 1992, our open and trusting environment has created lasting relationships – with our founders and many first team members still forming a core part of the organization. Intacters drive our culture and success, and our goal is to inspire, support and help them to develop – and enjoy – their careers. This commitment to excellence has earned Intact recognition in the Deloitte Fast 50 and Great Place to Work Awards.
By joining our tight-knit team, you can help us achieve our sky-high growth aspirations and be part of a journey that promises innovation, ambition, and exciting opportunities to make an impact in the ERP world.
We stay true to our flexible ethos—it's what we’re all about. We don’t just focus on enhancing our software and services; we work closely with our customers, listen to their needs, and build strong, lasting partnerships that drive mutual success.
Scope of Role
The Product Investigation Engineer serves as a critical technical bridge between our Customer Success and Operations teams and the core Product Development organization. This position represents a unique hybrid role that combines advanced technical troubleshooting, lightweight development work, and strategic problem-solving to ensure our customers receive exceptional support while driving continuous product improvement.
Why This Role Matters
The Product Investigation Engineer is the bridge between the support, product, sales, and development teams at Intact. This role works closely with internal teams to debug complex requests using diagnostic and coding skills, to identify root causes, and ensure the correct resolution path — whether that’s configuration, code changes, or enhancement proposals.
You will combine technical troubleshooting skills with maturing product knowledge to ensure our internal teams receive rapid, accurate, and practical solutions so they can better serve our customers and partners.
The successful candidate will be instrumental in:
- Resolving complex technical issues that impact customer satisfaction
- Identifying patterns and trends that inform product development priorities
- Acting as a technical triage point, resolving appropriate issues before escalation to the core development team
- Serving as a key technical resource for the broader US operational organization
Key Responsibilities
Technical Investigation & Resolution
- Troubleshooting: Help Support agents debug tickets and queries using development and coding techniques by stepping through code and verifying expected system behaviour
- Root Cause Analysis: Conduct thorough investigations to identify underlying causes of reported problems
-
- Determine if the issue is:
- Working as designed.
- Working as designed, but affected by configurable settings.
- A defect suitable for immediate fix.
- A defect requiring escalation to the product team or senior developers.
- A potential enhancement requiring scoping and cost estimation.
- Implement minor fixes where appropriate.
- Code Review & Editing: Examine the existing codebase to understand issue origins and implement appropriate fixes
- Cross-System Integration Issues: Troubleshoot problems spanning multiple systems, databases, and third-party integrations
Cross-Team Collaboration
- Work with Support, Development, Sales, PMO (Delivery), and Partners (VARs) to address technical queries and demonstrate solutions for specific requirements
- Provide technical input to Sales for proof-of-concepts involving non-standard needs
- Support PMO Delivery teams and Reseller Partners in resolving technical delivery challenges
- Work closely with development, QA, and product teams to prioritize and resolve issues
- Contribute to and maintain internal knowledge repositories, as needed for documentation
Configuration & Enhancement Scoping
- Advise on and adjust configuration settings to help resolve customer issues
- Prepare structured estimates and approaches for customer-requested changes
Preferred Qualifications & Experience
- Core Experience (Minimum 4 years)
- Hands-on experience in technical support, preferably in software / SaaS environments
- Background in software development, DevOps, or analyst developer roles
- ERP or other Business Systems: Experience working with Enterprise Resource Planning, particularly in distribution or retail environments, or CRM or Accounting Systems
Technical Experience
- C# .NET, DevExpress, ReactJS
- SQL Server: Advanced skills in SQL Server database administration, query optimization, and troubleshooting
- SQL Scripting: Ability to write complex queries, stored procedures, and database scripts
- REST APIs: Hands-on experience designing, implementing, and troubleshooting REST APIs
- Business Systems: Experience with CRM systems, BI tools, warehouse management systems, or logistics software
- Ticketing Systems: Familiarity with support ticketing platforms
Industry Experience (Preferred)
- B2B Software: Experience with business-to-business software solutions and customer implementations
- Direct experience in lumber, building materials, construction, accounting, or related industries
Personal Specification
- A systematic, analytical approach to problem-solving with meticulous attention to detail while maintaining focus on broader objectives
- Flexibility to adjust to changing priorities and new technologies
- Comfortable reading and editing code (primarily C# or similar object-oriented languages).
- Curious, self-driven, and technically inquisitive
- Ability to manage multiple priorities while keeping stakeholders informed
- Strong written and verbal communication skills; able to translate technical issues for various audiences
- Organized, methodical, and proactive.
- Collaborative and empathetic, especially when dealing with customer-facing issues.
Benefits
Our perfect fit ethos extends to our Intacters, ensuring that our roles, environment, benefits and progression paths are geared toward their professional and personal development.
In addition to an excellent compensation package, we offer a great range of benefits, including:
- Healthcare: Medical, Dental and Vision
- Short & Long Term Disability
- AD&D Insurance
- 401K Plan
- Employee Assistance Program
- Intact Wellness Reimbursement: Whether it's a gym or a golf club membership, we support the efforts of Intacters to keep active.
- PTO: 20 days Per annum plus Intact observes the following holidays: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving Day, Christmas Day, Day after Christmas Day plus two floating holidays
- Flexibility: Our flexible working helps Intacters to manage a better work-life balance.
It is the policy of Intact to promote equal employment opportunities. All qualified applicants will receive consideration for employment without regard to sex, race, color, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law.