Software Support Engineer

Description

The company wants a software support engineer to handle second-level customer support remotely as part of its Customer Service team.

You will work directly with customers, first-level technicians, and software and technical engineers to close out customer problems.

You may be called to give on-site help in emergencies.

The ideal person knows several programming languages, operating systems, databases, and networking.

Responsibilities

• Support customers by phone, email, and chat.
• Find and fix software problems.
• Work with the development team on hard issues.
• Record and track customer issues.
• Help write support guides and knowledge base articles.
• Run training sessions that teach customers how to use the software.
• Travel about 5% of the time to customer sites and company locations across the United States.
• Take a turn on the on-call rotation outside business hours.

Requirements

• A bachelor's degree in computer science, software engineering, or a related field.
• Proven experience in software support or a similar role.
• Strong problem-solving skills and attention to detail.
• Excellent written and verbal communication.
• Experience with Oracle or MS SQL databases.
• Experience with Windows operating systems.
• Material handling experience.
• Experience with Java, C, C, or Python.
• Customer service experience.

Conditions

The schedule is rotating 12-hour day shifts, working four days on and then four days off.

The role is remote, with on-site visits only in emergencies.

Travel is about 5% of the time within the United States.

On-call duty applies outside business hours.

The company is an equal opportunity employer.

Benefits

• Career development.
• Competitive pay and benefits.
• Pay transparency.
• Global opportunities.
• The estimated base pay range at posting is $65,000-$140,000. Final pay depends on work location, education, experience, knowledge, and skills.