Software Support Engineer

Description

About the Role:

As a Software Support Engineer, you'll provide software support for customers with complex conveyor and robotics systems driven by our in-house and third-party software providers. As a member of our Customer Service team, you'll use your WMS/WES/WCS troubleshooting skills to answer support calls, identify software and network issues, perform root cause analysis, and develop resolution plans while building lasting customer relationships.

In This Role, You Will:

Serve as the SME on WMS/WES/WCS.

Remote into customers' business-critical automation systems as part of a Service Desk team.

Evaluate downtime and degraded systems by reviewing Windows server status, Windows and third-party services, trace files, event logs, and discussing symptoms with users.

Troubleshoot within Linux environments, including command-line proficiency, reviewing or modifying system configuration files, and parsing logs to identify critical data.

Apply knowledge of modern software architecture, applications, databases, and cloud services.

Work closely with our internal Software QA and Implementation teams to develop SME-level knowledge.

Troubleshoot computer networks (TCP/IP) in the context of application issues.

Provide clarity to customers as issues arise and document troubleshooting for failure mode analysis.

Serve as a primary contact for select customer sites after implementation, including site visits to build and maintain relationships.

Communicate effectively with customers regarding products, services, and issue resolution.

Maintain accurate records of customer interactions, feedback, project warranties, support contacts, and service discontinuance orders.

Keep system information current, including relevant software and equipment updates.

Follow up on unresolved customer issues, coordinate with appropriate departments, and ensure resolution.

We're Excited About You Because:

You may have a Bachelor's Degree in Computer Science or relevant experience.

You have 2+ years of related experience, preferably with warehouse management (WMS), warehouse control (WCS), and warehouse execution (WES) systems.

You are familiar with warehouse distribution and fulfillment centers.

You are patient and have strong troubleshooting abilities.

You communicate clearly, both verbally and in writing, to effectively troubleshoot issues.

You can participate in a rotational 24/7 on-call team, meeting a 15-minute response time while on call.

You possess excellent customer service skills and collaborate effectively with cross-functional teams.

You manage competing priorities to ensure customer and project needs are met in a timely manner.

This job description is not exhaustive. Other duties may be assigned as needed, and responsibilities may evolve to support the business and employee experience.

Conveyor may be in our name, but it's only part of what we do. Founded in 1982, DCS provides customized material handling, warehouse operations, and conveyor design solutions for major clients across multiple industries. We don't sell ready-made systems. We build relationships that allow us to create custom solutions together through teamwork, collaboration, and shared ideas.

DCS is committed to creating an extraordinary employee experience. We work hard to hire and develop great people, build relationships, and offer programs and benefits that support our team, from flexible PTO and community outreach to a casual, collaborative work environment.

More Reasons to Join Our Team:

Family-like culture and casual, focused work environment

Competitive salaries and health benefits

401(k) with a 100% match up to 5%

Discretionary Profit-Sharing Program

Employee flexibility and autonomy

Community outreach opportunities

Company events and team activities

A team that works hard and knows how to have fun!