Global Software Support Engineer – Customer-Focused & On-Call

Kion Group AG; Plano (TX); On-site; USD 66,000 - 100,000; Full time

Benefits offered by this job

Career Development

Competitive Compensation and Benefits

Pay Transparency

Global Opportunities

Job summary

Dematic seeks a customer-focused Software Support Engineer to provide technical support for software solutions, diagnose issues, and optimize performance. You will work with customers, developers, and stakeholders to maintain high satisfaction and drive value across products.

Role requires strong troubleshooting, clear communication, and the ability to manage priorities in a fast-paced environment. Travel ~5% and on-call rotation are expected.

Qualifications

• Bachelor's degree in CS/SE or related field.
• Proven software support or similar role.
• Experience with Oracle and MS SQL databases.

Responsibilities

• Provide technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot software issues.
• Collaborate with the development team to resolve complex issues.
• Document and track customer issues and problems.
• Assist in the creation of support documentation and knowledge base articles.
• Conduct training sessions for customers on software usage.
• Travel approximately 5% of the time to different customer locations and Dematic locations in the United States.
• Participate in an on-call rotation during non-business hours.

Skills

Customer support

Troubleshooting

Communication

Team collaboration

Documentation

Training

Education

Bachelor's Degree in Computer Science, Software Engineering, or related field

Tools

Oracle

MS SQL

Windows OS

Java

C

C#

Python

Job description

Dematic seeks a customer-focused Software Support Engineer to provide technical support for software solutions, diagnose issues, and optimize performance. You will work with customers, developers, and stakeholders to maintain high satisfaction and drive value across products.

Role requires strong troubleshooting, clear communication, and the ability to manage priorities in a fast-paced environment. Travel ~5% and on-call rotation are expected.