Software Support Engineer

KION Group; Grand Rapids (MI); Hybrid; USD 65,000 - 140,000; Full time

Job summary

Dematic is seeking a Software Support Engineer to provide remote, second-level customer support as part of the Customer Service team. The role operates on a rotating 12-hour day schedule and may involve on-site support in emergency situations across the United States.

You will diagnose software issues, collaborate with development to resolve complex problems, and contribute to support documentation and knowledge-base articles. Travel about 5% and on-call rotation are expected.

Qualifications

• Bachelor's degree in CS or software engineering is required.
• Experience in software support or similar role.
• Experience with Oracle/MS SQL databases and Windows operating systems.

Responsibilities

• Provide technical support to customers via phone, email, and chat.
• Diagnose and troubleshoot software issues and coordinate with dev team.
• Document issues and contribute to knowledge base articles.
• Conduct training sessions for customers on software usage.

Skills

Java

C

C#

Python

Problem solving

Communication

Customer service

Education

Bachelor's degree in Computer Science or Software Engineering

Tools

Oracle

MS SQL

Windows OS

Job description

## Software Support EngineerAnsøg: Hybrid: Grand Rapids, MI, United States: Wauwatosa, WI, United States: Slået op i dag: JR-0092880Dematic is looking for a talented Software Support Engineer to provide remote, second level customer support with Dematic's Customer Service team. The work schedule for this opening is rotating 12-hour day shifts, four days on and four days off. The employee will work closely with customers, first level technicians, and software/technical engineers to resolve customer issues. The employee may participate in emergency situations requiring on-site support. Ideal candidates will possess knowledge of multiple programming languages, operating systems, databases, and networking.# **Det tilbyder vi:****What We Offer:*** Career Development* Competitive Compensation and Benefits* Pay transparency* Global Opportunities Learn More Here: https://www.dematic.com/en-us/about/careers/what-we-offer Dematic 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 $65,000 - $140,000 at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills. # **Om dig:****What you Will Do in This Role:*** 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 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 States* Participate in an on-call rotation during non-business hours **What We Are Looking For:*** Bachelor's Degree (Computer Science, Software Engineering, or related field)* Proven experience in software support or a similar role* Strong problem solving skills and attention to detail.* Excellent communication skills, both written and verbal.* Experience with Oracle / MS SQL databases* Experience with Windows operating systems* Material handling experience* Experience with Java, C, C#, or Python* Customer Service experience