Software Support Engineer

US9 Kardex Solutions LLC; Cincinnati (OH); Presencial; USD 70.000 - 100.000; Jornada completa

Descripción de la vacante

US9 Kardex Solutions LLC is seeking a Software Support Engineer to assist customer sites using the Kardex FulfillX platform. The role focuses on maintaining system availability, resolving issues quickly, and communicating clearly with clients.

You will troubleshoot, triage, and close tickets, coordinate patches or upgrades, and participate in an on-call rotation outside regular hours to support critical issues and maintain uptime.

Formación

• Strong communication and troubleshooting skills.
• Customer-facing role with focus on satisfaction and quality.
• On-call rotation outside normal hours to support critical issues.

Responsabilidades

• Support active customer sites using the FulfillX platform.
• Troubleshoot, triage and resolve tickets with speed and accuracy.
• Coordinate deployments of patches/upgrades to customer environments.

Conocimientos

Troubleshooting

Customer service

Communication

On-call support

Descripción del empleo

Support active customer sites with the FulfillX software platform with the objective to achieve the highest level of system availability and stability as possible. In the event of a customer support event, this role supports through troubleshooting and resolution of issue(s) with speed, accuracy, and excellent communication. This role will also coordinate deployments of patches and/or upgrades to customer environments.

Your tasks

The software support engineer is a critical part of the software and support teams who is responsible for the on-going support of active customer sites utilizing the Kardex FulfillX software product. He/she will be in a customer facing position and will need strong communication, customer service, organizational and troubleshooting skills. He/She will be an important feedback point to the software engineering team on customer satisfaction and quality of the FulfillX product and the individual must be able to help drive continuous improvement. The candidate will be responsible for troubleshooting, triaging, and resolving tickets around the FulfillX Platform. Support will be focused on the FulfillX software product but could include additional third-party software systems and integrations based on the specific customer site. This position involves an on-call rotation to provide customer support outside of normal business hours as needed. The role will occasionally require work outside of the standard work week schedule, including evenings, weekends, and holidays, to support critical customer issues and maintain system availability.

Your profile

Working with Kardex Automated storage solutions are high-tech. The basis for this is our genuine high-quality work from our own production sites, the skills of our specialists in planning, production, and assembly, as well as the innovative spirit of our engineers from research and development. For years, we have been developing solutions in the areas of Industry 4.0 and digitalization to offer our customers an excellent all-around service.