Remote Software Support Engineer – Warehouse Tech

KNAPP North America; Kennesaw (GA); Hybrid; USD 70,000 - 95,000; Full time

Benefits offered by this job

2 remote days per week when in office

Half day Fridays when in office

State-of-the-art office in Kennesaw,GA

Competitive compensation and strong福利

401k with employer match

Job summary

KNAPP is hiring a Software Support Engineer in the United States to provide customer-facing software support for KNAPP solutions. You will work with multiple internal teams to resolve incidents, analyze issues, and maintain clear incident documentation.

The role requires 2+ years of experience, Linux and SQL proficiency, and familiarity with ITIL processes. A bachelor’s degree in a related field is preferred, with opportunities for remote or hybrid work in the Kennesaw, GA area.

Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, Information Systems, Computer Engineering, or related field; equivalent education/experience.
• 2+ years of industry related experience.
• Technical understanding of warehouse software, system architecture, interfaces, databases, and logistics processes.
• Experience in 2nd Level Support, incident analysis, troubleshooting, escalation handling, and root-cause analysis.
• Understanding of ITIL-based support processes, including Incident Management, Problem Management, Change Management, and knowledge documentation.
• Advanced technical knowledge in Linux, databases, SQL/query analysis, trace and log analysis, and software support tools; Java and/or C++ preferred.
• Strong analytical, communication, documentation, and customer-facing skills.
• Ability to work independently in a non-shift-based support role while coordinating with teams.

Responsibilities

• Provide support to KNAPP customers experiencing software issues, disruptions, or service requests related to KNAPP software solutions.
• Collaborate with Service Desk, Logistics Operations Engineers, software development, and other teams to resolve incidents.
• Follow KNAPP’s Incident Management process, including analysis, prioritization, escalation, communication and closure activities.
• Analyze software behavior, logs, interfaces, and databases to identify causes and steps.
• Assist customers and internal teams with troubleshooting, clarification, workaround identification, and resolution coordination.
• Trigger and support the Problem Management process for recurring incidents or root-cause topics.
• Maintain accurate incident documentation and knowledge articles.
• Share best practices and guidance with internal KNAPP teams.

Skills

Linux

SQL

Java

C++

ITIL

Incident Management

Customer support

Analytical thinking

Education

Bachelor’s degree in Computer Science or related field

Tools

Logging/trace tools

Job description

KNAPP is hiring a Software Support Engineer in the United States to provide customer-facing software support for KNAPP solutions. You will work with multiple internal teams to resolve incidents, analyze issues, and maintain clear incident documentation.

The role requires 2+ years of experience, Linux and SQL proficiency, and familiarity with ITIL processes. A bachelor’s degree in a related field is preferred, with opportunities for remote or hybrid work in the Kennesaw, GA area.