Customer Software Engineer

Geomatik; Madison (WI); Remote; USD 75,000 - 110,000; Full time

Job summary

Octave is seeking a Customer Software Engineer to support mission-critical Public Safety software and serve as a liaison between end users, the North American Octave business unit, and the product development organization.

This person will develop a deep understanding of Octave's product portfolio and leverage technical expertise to investigate, diagnose, and resolve complex issues while delivering an exceptional customer experience.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field or 2+ years in customer support, software support, technical support, or related role.
• 2-4 years of customer service experience is a plus, but not required.
• Strong commitment to effective communication and timely updates throughout issue resolution.
• General technical knowledge of Microsoft technologies, including Windows Server environments and SQL databases.
• Ability to quickly learn and adapt to new technologies in a fast-paced environment.
• First Responder and/or Public Safety industry experience is highly preferred.

Responsibilities

• Provide high-quality support to North American Octave customers via phone, web, and email.
• Troubleshoot complex software and hardware issues across key system components.
• Replicate and analyze customer-reported issues to identify root causes and recommend solutions.
• Conduct customer care review calls to discuss open issues, progress updates, and next steps.
• Take ownership of technical incidents and coordinate resolution efforts with Services, Engineering, and Product Development teams as needed.
• Deliver customer training on system operations and software functionality.
• Stay current on new company products, services, and technology offerings.
• Contribute to team objectives and support related initiatives as needed.
• Perform other reasonable and related duties as assigned.

Skills

Customer support

Technical support

Communication

Learning agility

Education

Bachelor's degree in CS/IT/Engineering

2+ years in customer/support roles

Tools

Windows Server

SQL databases

Job description

Job Location (Short): Madison, United States

Workplace Type: Remote

Responsibilities

Note: This is a remote positon. Candidates may be located anywhere within the United States; however, the preferred candidate will reside in or near the Huntsville, AL area.

Travel up to 20% annually (occasional travel).

Position Summary

The Customer Software Engineer will support Octave's mission-critical Public Safety software applications and serve as a key liaison between end users, the North American Octave business unit, and the product development organization. This individual will develop a strong understanding of Octave's product portfolio and leverage technical expertise to investigate, diagnose, and resolve complex issues while delivering an exceptional customer experience and communicating the value of Octave's solutions to the Public Safety industry.

Key Responsibilities

• Provide high-quality support to North American Octave customers via phone, web, and email.


• Troubleshoot complex software and hardware issues across key system components.


• Replicate and analyze customer-reported issues to identify root causes and recommend solutions.


• Conduct customer care review calls to discuss open issues, progress updates, and next steps.


• Take ownership of technical incidents and coordinate resolution efforts with Services, Engineering, and Product Development teams as needed.


• Deliver customer training on system operations and software functionality.


• Stay current on new company products, services, and technology offerings.


• Contribute to team objectives and support related initiatives as needed.


• Perform other reasonable and related duties as assigned.

Education / Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field with no prior experience required; or 2+ years of experience in customer support, software support, technical support, or a related role.


• 2-4 years of customer service experience is a plus, but not required.


• Passion for customer success and delivering exceptional service.Strong commitment to effective communication, prompt responsiveness to customer concerns, and providing consistent updates throughout the issue resolution process.


• General technical knowledge of Microsoft technologies, including Windows Server environments and SQL databases.


• Ability to quickly learn and adapt to new technologies in a fast-paced environment.


• First Responder and/or Public Safety industry experience is highly preferred.

#LI-REMOTE #LI-AB1

About Octave

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option.

Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.

Octave has more than 7,000 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn .

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all.

Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.