Hybrid Software Support Engineer: Troubleshooter

KION Group; Grand Rapids (MI); Hybrid; USD 65,000 - 140,000; Full time

Job summary

Dematic is seeking a Software Support Engineer to provide remote, second-level customer support as part of the Customer Service team. The role operates on a rotating 12-hour day schedule and may involve on-site support in emergency situations across the United States.

You will diagnose software issues, collaborate with development to resolve complex problems, and contribute to support documentation and knowledge-base articles. Travel about 5% and on-call rotation are expected.

Qualifications

• Bachelor's degree in CS or software engineering is required.
• Experience in software support or similar role.
• Experience with Oracle/MS SQL databases and Windows operating systems.

Responsibilities

• Provide technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot software issues and coordinate with dev team.
• Document issues and contribute to knowledge base articles.
• Conduct training sessions for customers on software usage.

Skills

Java

C

C#

Python

Problem solving

Communication

Customer service

Education

Bachelor's degree in Computer Science or Software Engineering

Tools

Oracle

MS SQL

Windows OS

Job description

Dematic is seeking a Software Support Engineer to provide remote, second-level customer support as part of the Customer Service team. The role operates on a rotating 12-hour day schedule and may involve on-site support in emergency situations across the United States.

You will diagnose software issues, collaborate with development to resolve complex problems, and contribute to support documentation and knowledge-base articles. Travel about 5% and on-call rotation are expected.