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 join our team in Grand Rapids, MI. You will provide technical support for software solutions, diagnose issues, and collaborate with development teams to resolve complex problems while maintaining high customer satisfaction.

You will handle inquiries via phone, email, and chat, troubleshoot, document issues, and assist in creating knowledge base articles. Travel ~5% and on-call rotation are required.

Qualifications

• Bachelor's degree in Computer Science, Software Engineering, or related field.
• Proven experience in software support or a similar role.
• Strong problem solving skills and effective communication.

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.

Skills

Technical support

Troubleshooting

Customer communication

Documentation

Training

On-call rotation

Education

Bachelor's degree in CS/Software Eng or related

Tools

Oracle

MS SQL

Windows OS

Job description

Job Summary

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.

Benefits & Opportunities

We offer: Career Development Competitive Compensation and Benefits Pay Transparency Global Opportunities Learn More Here: Logistics and Supply Chain Careers at Dematic

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.

Salary

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 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.

Required Qualifications

• 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.

Preferred Skills

• Material handling experience
• Experience with Java, C, C#, or Python
• Customer Service experience

About Our Brand & Culture

KION brands keep the world moving - globally, regionally, and locally. KION is the Supply Chain Solutions Company. With over 42,000 employees in more than 100 countries, we enable smart, sustainable, and reliable supply chains worldwide - wherever goods are stored, moved, or delivered. KION offers its customers the full spectrum of solutions to make their supply chains future-ready. Our international brands, Linde Material Handling, STILL, and Baoli and our regional brands, Fenwick and OM, stand for outstanding technological innovation, intelligent automation and service excellence in forklift trucks and warehouse equipment. Dematic complements this expertise with state-of-the-art automation technology and AI-supported software solutions that optimize intralogistics across warehousing, production, and distribution. Whether locally or globally - we offer exciting career opportunities in an innovative environment shaped by our core values: Integrity, Collaboration, Courage, and Excellence. Together, we create the magic of supply chain solutions. Join our team - Push it forward.