Global Software Support Engineer — Troubleshooter & Trainer

KION Group; Atlanta (GA); 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 is seeking a Software Support Engineer to provide technical support for software solutions, diagnose and troubleshoot issues, and collaborate with development teams to improve product reliability.

You will handle customer inquiries via phone, email, and chat, document issues, contribute to knowledge base articles, and deliver training sessions. Expect some travel (about 5%) and on-call rotations.

Qualifications

• Bachelor’s Degree in Computer Science, Software Engineering, or related field.
• Proven experience in software support or a similar role.
• Strong problem solving skills and attention to detail.
• Excellent communication skills, both written and verbal.
• Experience with Oracle / MS SQL databases.
• Experience with Windows operating systems.

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

Communication skills

Problem solving

Attention to detail

Customer service

Education

Bachelor’s Degree in Computer Science or related field

Tools

Oracle

MS SQL

Windows OS

Job description

Dematic is seeking a Software Support Engineer to provide technical support for software solutions, diagnose and troubleshoot issues, and collaborate with development teams to improve product reliability.

You will handle customer inquiries via phone, email, and chat, document issues, contribute to knowledge base articles, and deliver training sessions. Expect some travel (about 5%) and on-call rotations.