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: Wiley is seeking a Mid Software Support Engineer with 2-3 years of experience to play a key role in supporting Wiley's Research Exchange platform. In this position, you will be responsible for application maintenance, support, troubleshooting, and continuous improvement activities. You will work closely with development teams and cross-functional stakeholders to ensure the stability, performance, and reliability of the platform. This role requires a proactive problem solver who can investigate issues, drive resolutions for incidents and service requests, and contribute to enhancing the overall user experience and operational effectiveness of the application. How You Will Make an Impact Provide technical expertise in application maintenance, support, troubleshooting, and issue resolution. Collaborate closely with development teams to implement fixes, enhancements, and platform improvements. Investigate and resolve incidents and service requests, ensuring timely communication and resolution. Take ownership of complex support issues and provide guidance to junior team members on troubleshooting and problem resolution. Contribute to the refinement of support processes, Incident Management practices, and operational workflows. Proactively identify opportunities for application performance, reliability, and process improvements. Perform root cause analysis and document findings, recommendations, and preventative actions. Create and maintain technical documentation, standard operating procedures (SOPs), and solution requirements. Leverage AI-powered tools, including Microsoft Copilot, to assist with debugging, issue analysis, and troubleshooting activities. What We Look For 2-3 years of experience in software support, software development, or testing of web-based enterprise applications. Hands-on experience with support and monitoring tools such as Jira Service Management (JSM), Dynatrace, Kibana, and Elasticsearch. Strong analytical, troubleshooting, and critical-thinking skills with exceptional attention to detail. Excellent verbal and written communication skills, with the ability to effectively engage both technical and non-technical stakeholders. Demonstrated experience supporting and troubleshooting web-based applications and integration technologies. Ability to work independently while also contributing effectively within a collaborative team environment. Experience onboarding new team members and mentoring junior colleagues. Proven ability to proactively identify issues, develop solutions, implement fixes, and recommend practical workarounds when required. Understanding of RESTful web services and experience using APIs for troubleshooting and analysis. Ability to write and execute SQL queries and work with relational databases. Experience utilizing AI tools, such as Microsoft Copilot, to improve debugging efficiency, issue tracing, and problem resolution. Commitment to continuous learning, process improvement, and delivering high-quality support services. 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 If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. We're a forward-thinking organization dedicated to innovation and growth. Our success is built on the diverse talents and perspectives of our team members, who work together to solve complex challenges and create meaningful impact. We foster a culture of continuous learning, collaboration, and professional development. Applicants who have any questions about the job application process may contact Talent Acquisition Support for assistance.