Engineer - Software Support

Quest Global; Atlanta (GA); On-site; USD 72,000 - 80,000; Full time

Job summary

Quest Global is seeking a software support engineer to join its on-site team in Atlanta, GA. You will handle and resolve technical issues escalated from L2, ensure timely actions per priority, and work to resolve problems with minimal L4/R&D involvement.

You will apply your knowledge of Linux/Unix, SQL, Java, Python and Shell within intralogistics and warehouse automation contexts, while adhering to SLAs and ticketing SOPs. Rotation shifts and overtime may be required.

Qualifications

• B.Tech graduate with 6 months to 2 years in a 24x7 software support role.
• Experience with Linux/Unix.
• Experience/strong knowledge of Java, Python, Shell.
• Proven domain expertise in intralogistics and warehouse automation systems.
• Willing to work in rotational shifts and overtime.

Responsibilities

• Handle and resolve technical issues escalated from L2.
• Ensure timely action per priority and severity workflow.
• Resolve issues with minimal L4/R&D involvement.
• Adhere to SLAs for reported issues.
• Follow ticketing SOPs and capture R&D details.
• Follow escalation matrix by severity and resolution time.
• Maintain site-specific technical documentation and product feature docs for Client Service.
• Support CSMs in developing capable service engineers.
• Create and monitor reliability metrics for each installation.
• Develop framework to predict future failures and preventive measures.

Skills

Linux/Unix

SQL

Java

Python

Shell

Intralogistics

Warehouse automation

Education

B.Tech

Tools

SQL

Job description

Job Requirements

Quest Global delivers world-class end-to-end engineering solutions by leveraging our deep industry knowledge and digital expertise. By bringing together technologies and industries, alongside the contributions of diverse individuals and their areas of expertise, we are able to solve problems better, faster. This multi-dimensional approach enables us to solve the most critical and large-scale challenges across the aerospace & defense, automotive, energy, hi-tech, healthcare, medical devices, rail and semiconductor industries.

What You Will Do

• Responsible for efficiently handling and resolving technical issues which have been passed on by L2.
• Ensure timely and effective action as per decided workflow basis priority and severity for each ticket.
• Should ensure maximum issues are resolved without L4/R&D involvement.
• Should ensure adherence to committed SLA's for each reported issue.
• Should follow ticketing SOP's and ensure tickets are being generated for R&D with all relevant technical details captured for every issue.
• Should follow internal escalation matrix basis severity and resolution time.
• Should ensure all relevant site-specific technical documentation as well documentation regarding new product lines/or features are accurately captured from R&D and shared with Client Service team.
• Should support CSM's in developing eminently capable and technically competent team of assistant client service managers and service engineers.
• Responsible for creating and monitoring software and hardware component wise reliability metrics for each installation.
• Should develop framework to predict potential/future failures and ensure requisite preventive measures are taken.

What You Will Bring

• B.Tech graduate with 6 months - 2 Years of experience in a 24*7 Software Support role.
• Experience with Linux/Unix
• Experience with SQL
• Experience/Strong knowledge of -Java, Python,Shell.
• Proven domain expertise in intralogistics and warehouse automation systems is mandatory.
• Willing to work in rotational shifts.
• 24x7 may not be required but since engineers are deployed at site, we can expect engineers to do Overtime

Pay Range: $52 to $58 / Hour

Work Requirements

This role is considered an on-site position located in Atlanta, GA

• You must be able to commute to and from the location with your own transportation arrangements to meet the required working hours.