Lead Software Support Engineer – Troubleshooting & Mentoring

Toyota Automated Logistics; Indiana (PA); On-site; USD 85,000 - 105,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

401(k) with company match

Vacation / Holiday Pay

Paid Volunteer time off

Tuition Reimbursement

Professional Associations, Conferences

Job summary

Toyota Automated Logistics is seeking a Lead Support Specialist to train, mentor, and lead a team of Support Specialists in backend software troubleshooting and customer service. The role requires strong technical and communication skills and involves working with software and hardware issues, SQL, SSRS, and data analysis.

You will work on 2nd shift (3-11pm EST, Tuesday-Saturday), travel up to 15% for on-site visits, and collaborate with developers, analysts and project managers to resolve

Qualifications

• Bachelor’s degree in Computer Science or Information Systems preferred.
• Strong SQL experience and background with backend troubleshooting.
• Experience leading a team and training staff.
• Excellent communication and customer service skills.

Responsibilities

• Lead and mentor a team of Support Specialists.
• Train direct reports and manage connections credentials.
• QA issue resolutions from support calls.
• Document all customer issues in ticketing system.
• Diagnose issues as bug or change and coordinate with analysts.
• Collaborate with developers, analysts, PMs across SDLC.
• Visit customer sites for preventive maintenance.
• Conduct quarterly reviews for direct reports.
• Assist in training new hires.
• Create reports using Crystal and SSRS.
• Analyze datasets to reproduce issues.
• Analyze database logs to troubleshoot.
• Improve remote monitoring tools.
• Ensure superior customer service and maintain satisfaction.

Skills

Team leadership

Customer service

Troubleshooting

SQL

SSRS

Communication

SDLC

QA

Training

Mentoring

Education

Bachelor’s degree in CS or IS

Tools

SQL Server

Oracle

Crystal Reports

Microsoft Office

MS Project

Job description

Toyota Automated Logistics is seeking a Lead Support Specialist to train, mentor, and lead a team of Support Specialists in backend software troubleshooting and customer service. The role requires strong technical and communication skills and involves working with software and hardware issues, SQL, SSRS, and data analysis.

You will work on 2nd shift (3-11pm EST, Tuesday-Saturday), travel up to 15% for on-site visits, and collaborate with developers, analysts and project managers to resolve