Software Support Engineer

Description

You will join a focused engineering team that builds software for robotic waterjet cutting systems used in food processing. The work combines real-time control, computer vision, robotics and data-driven technology, and the systems serve customers worldwide.

The role sits in the Poultry division of the company and is on-site at the Redmond, WA location.

You will act as the link between Engineering and other technical groups, giving Level 3 remote support and solutions guided by engineering.

Responsibilities

• Troubleshoot installed systems and reproduce field problems in the lab so engineers can find root causes.
• Test release candidates, evaluate PC components and keep support documentation current.
• Use remote desktop, SSH and system error and event data to administer, troubleshoot and control installed systems.
• Use diagnostic tools and debug files to reproduce issues in the lab and document the steps needed to trigger them.
• Review and approve software release candidates.
• Spot recurring issues, identify trends and recommend fixes that cut high-frequency problems, simplify support or reduce developer time.
• Work with software and electrical engineers to improve the existing hardware and software stack.
• Take part in team meetings and reach out to colleagues on your own to share knowledge and help with troubleshooting.
• Liaise between Engineering and other technical departments, sharing technical updates.
• Travel to customer sites and remote facilities on occasion.

Requirements

• At least three years as a Systems Support Engineer or in an equivalent role.
• Experience supporting customer-facing software products.
• Experience administering Linux or Unix systems.
• Working knowledge of Git.
• Proficiency in shell scripting and in at least one development language, C preferred.
• Experience installing and troubleshooting PC and other hardware.
• Experience troubleshooting basic IP networking problems.
• Experience with system health, performance monitoring and software management tools.
• Strong written and spoken communication and collaboration skills, technical and non-technical.
• Curiosity about new technologies, patterns and practices.
• Able to work independently and drive your own learning.
• A bachelor's degree in Computer Science, Math, Engineering or a related field is preferred, but equivalent experience is also accepted.
• Desirable skills: customer-facing application development in industrial systems; computational geometry and applied mathematics; computer vision (OpenCV, image processing, object detection); industrial control (motion control, field buses, interfaces); real-time operating systems, QNX preferred; integrating and deploying AI or ML systems, including data flow; GUI and HMI design and development; data collection and analytics, including OPC-UA; scripting in Python, Bash or PowerShell; build systems and automation with CMake.

Conditions

The estimated annual salary is $75,000 to $126,000. This is a general guide only, and the starting figure depends on location, qualifications and prior experience.

The company is an equal opportunity employer.

Benefits

• Benefits start on day one and include medical, dental, vision, life insurance, short-term and long-term disability, family leave and a matched 401(k).
• The company supports development through new experiences and challenges, and invests in employees both at work and in their wider lives.
• The team works collaboratively across global teams on world-class projects.