Associate Software Support Engineer

echo; Reno (NV); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Bonus eligibility

Job summary

Echo Global Logistics is seeking an Associate Software Support Engineer to provide advanced application support for Echo core applications and serve as a primary contact for end users. You will manage tickets from investigation to resolution, troubleshoot issues, and collaborate with cross-functional teams.

You will identify automation opportunities, maintain knowledge bases, and participate in deployments, monitoring, and on-call rotations.

Qualifications

• Bachelor’s degree in CS/Engineering or related field preferred or equivalent experience.
• Strong problem-solving and communication skills are required.
• Experience with SQL, API basics, and ITIL/Agile principles is a plus.

Responsibilities

• Provide advanced application support and resolve technical issues.
• Manage tickets through investigation, escalation, and documentation.
• Troubleshoot bugs and support application fixes.
• Collaborate with Service Desk, QA, Infrastructure, Development, and business teams.
• Identify opportunities for automation and process improvement.
• Create and maintain Knowledge Base articles and SOPs.
• Support deployments, upgrades, and routine maintenance.
• Monitor applications and investigate production issues.
• Participate in on-call rotation for 24x7 support.

Skills

Experience with SQL

Verbal communication

Written communication

Problem solving

Time management

Self-motivated

Team oriented

VB.NET/C#

API basics

ITIL/Agile

Education

Bachelor's degree in Computer Science, Engineering, or related field

Tools

SQL Server Management Studio

Postman

Splunk

Dynatrace

Job description

The Associate Software Support Engineer works independently and as part of the End User Computing team to support and maintain Echo core applications. This role serves as a point-of-contact for end users reporting various application issues. It is pertinent that this person demonstrates proficiency in all Echo business functions and applications. They must exhibit effective communication skills in all customer and team interactions and offer exceptional customer support. They are responsible for ensuring that all assigned problems and solutions are worked, escalated, and communicated in a timely manner.

What You'll Do

• Provide advanced application support and resolve technical issues.
• Manage tickets from investigation through resolution, escalation, and documentation.
• Troubleshoot bugs and support application fixes.
• Partner with Service Desk, QA, Infrastructure, Development, and business teams.
• Identify opportunities for automation and process improvement.
• Create and maintain Knowledge Base articles and SOPs.
• Support application deployments, upgrades, and routine maintenance.
• Monitor applications and investigate production issues.
• Contribute to team initiatives, cross-training, and continuous improvement.
• Participate in an on-call rotation providing 24x7 support .
• Deliver professional, responsive service to both technical and non-technical users.

What You'll Bring

• 3+ years of application support or technical customer service experience.
• Strong problem-solving, troubleshooting, and time-management skills.
• Excellent verbal and written communication.
• Self-motivated, organized, and team-oriented with strong ownership.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with SQL/DBMS ; SQL Server Management Studio is a plus.
• Basic understanding of HTTP requests and APIs ; Postman experience is a plus.
• Experience with VB.NET and C# .
• Familiarity with Splunk or Dynatrace is a plus.
• Familiarity with ITIL and Agile methodologies.
• Ability to follow detailed procedures and thoroughly document issues and solutions.
• Bachelor's degree in Computer Science, Engineering, or a related field preferred, but equivalent experience and technical skills will be considered.

Echo Global Logistics is a leading provider of technology-enabled transportation management services. As a third-party logistics provider, we simplify transportation management for our clients and carriers, handling crucial tasks so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo and ITS connects businesses that need to ship their products with carriers who transport goods quickly, securely, and cost-effectively.

#LI-MA1

Work environment/physical demands summary:

This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, or Vietnam era or other protected veteran.

Benefits

For more information about our benefit offerings, please visit our careers page at https://www.echo.com/company/careers .

This role is eligible for a bonus that is based on a combination of personal and business performance.