Partner-Facing Software Support Specialist

AutoStore™

Denver (CO)

On-site

USD 65,000 - 90,000

Full time

3 days ago

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Benefits offered by this job

Medical, Dental, Vision plans

HSA with company contribution

Paid time off & holidays

401(k) with employer match

Professional development programs

Life Insurance & Disability Insurance

Job summary

AutoStore is seeking a Software Support Specialist in Denver to provide technical assistance to our partners, troubleshoot issues, and ensure proactive, satisfactory resolutions across the partner network.

You will respond to incident, spare-part, warranty, and robot repair cases; provide on-site support at trade shows; participate in weekly TSS meetings; contribute knowledge articles, and develop training materials while collaborating with Sales and R&D.

Qualifications

4+ years of experience in software technical support or SaaS support.
Experience troubleshooting web-based applications, cloud platforms, or software products.
Familiarity with scripting and log analysis.
Experience troubleshooting network issues.
Knowledge of KPI tracking analytics tools.
Knowledge of case tracking tools.
Experience using AI to build solutions that improve efficiency is a plus.
Bachelor's degree in a relevant field.

Responsibilities

Respond promptly and effectively to incident cases, spare part cases, warranty cases, delivery quality cases, and robot repair cases.
Provide on-site support to partners and trade shows as needed, demonstrating proficiency in all AutoStore modules
Attend and actively participate in weekly Technical Support Specialist TSS/TSS Lead meetings to stay updated and contribute insights
Proactively meet personal and team KPIs to ensure efficient support delivery
Contribute to the knowledge base by writing informative articles to assist partners in troubleshooting and resolving issues
Ability to create and present training and knowledge sharing materials
Collaborate closely with internal teams including Sales, R&D, and others to ensure readiness for service and support
Foster trusted relationships with partners and key stakeholders, ensuring effective communication and problem resolution
Actively seek new knowledge and apply analytical thinking to break down complex problems
Understand and explain the key elements of AutoStore technology and business model
Make relevant knowledge accessible for others
Uphold a calm mindset under pressure and during uncertainty
Participate in our on-call rotation
Some travel may be required