Software Support Engineer

Kion Group AG; Grand Rapids (MI); On-site; USD 66,000 - 100,000; Full time

Job summary

Dematic is seeking a customer-focused Software Support Engineer to provide technical support for software solutions, diagnose and troubleshoot issues, and help customers maximize product value. You will collaborate with development teams, document issues, and contribute to knowledge base content while delivering high-quality service.

Travel about 5% across US locations and participate in on-call rotations. The role requires a BS in CS or related field, strong communication skills, and experience

Qualifications

• Bachelor's degree in CS, software engineering, or related field.
• Proven experience in software support or similar role.
• Strong problem solving skills and attention to detail.
• Excellent communication skills (written and verbal).
• Experience with Oracle / MS SQL databases; Windows operating systems.

Responsibilities

• Provide technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot software issues.
• Collaborate with the development team to resolve complex issues.
• Document and track customer issues and problems.
• Assist in creating support documentation and knowledge base articles.
• Conduct training sessions for customers on software usage.
• Travel ~5% to customer locations and Dematic sites in the United States.
• Participate in an on-call rotation during non-business hours.

Skills

Troubleshooting

Communication

Oracle/MS SQL

Windows OS

Java

C

C#

Python

Customer service

Education

Bachelor's Degree in Computer Science or related field

Job description

Dematic is seeking a customer-focused and technically skilled Software Support Engineer to join our team. In this role, you will provide technical support for software solutions, helping customers resolve issues, optimize system performance, and maximize the value of our products. You will work closely with customers, software development teams, and internal stakeholders to diagnose and resolve technical issues while maintaining a high level of customer satisfaction.This position requires strong troubleshooting skills, effective communication, and the ability to manage multiple priorities in a fast-paced environment.We offer:Career DevelopmentCompetitive Compensation and BenefitsPay TransparencyGlobal OpportunitiesLearn More Here : Logistics and Supply Chain Careers at DematicDematic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.The base pay range for this role is estimated to be $ 66,400.00 to $ 99,600.00 annually at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.Tasks and Qualifications:This is What you Will Do in This Role:Provide technical support to customers via phone, email, and chat.Diagnose and troubleshoot software issuesCollaborate with the development team to resolve complex issuesDocument and track customer issues and problems.Assist in the creation of support documentation and knowledge base articles.Conduct training sessions for customers on software usage.Travel approximately 5% of the time to different customer locations and Dematic locations in the United StatesParticipate in an on-call rotation during non-business hoursWhat We Are Looking For:Bachelor's Degree (Computer Science, Software Engineering, or related field)Proven experience in software support or a similar roleStrong problem solving skills and attention to detail.Excellent communication skills, both written and verbal.Experience with Oracle / MS SQL databasesExperience with Windows operating systemsPreferred Skills:Material handling experienceExperience with Java, C, C#, or PythonCustomer Service experience