Software Support Engineer

Micro Control Company; Minneapolis (MN); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Paid Time Off

Health Insurance

Health Savings Account (HSA)

Dental Insurance

Vision Insurance

401(K) with Roth option

Life & Disability Insurance

Tuition Reimbursement

Discretionary Profit-Sharing Bonus

Job summary

Micro Control Company is seeking a technically skilled professional to provide top-tier customer support for MCC software and hardware used in high-power burn-in test systems.

The role involves troubleshooting, bug reproduction and documentation, development of test plans, and close collaboration with engineering and field service teams to ensure product quality and customer satisfaction.

Qualifications

• Bachelor of Science in Computer Science, Software Engineering, Electrical Engineering or related field, or equivalent experience.
• Five+ years relevant experience.
• PC experience including Windows 11 and OS, device drivers, network and database connectivity.
• Experience with issue tracking systems such as JIRA or Confluence.
• Ability to multitask with minimal supervision and work in a team.

Responsibilities

• Provide technical support to customers for MCC software and hardware.
• Identify complex problems and resolve to minimize downtime.
• Identify software bugs and create procedures for bug fixes and tests.
• Develop action plans and communicate with customers.
• Create and implement software test plans and reports to meet specs.
• Debug software implementations and integrate software on product hardware.
• Maintain a knowledge base and service requests in the support portal.
• Collaborate with engineering, manufacturing, and field service teams.

Skills

Technical troubleshooting

Communication skills

Team collaboration

Multitasking

Education

Bachelor of Science in Computer Science

Military experience

Tools

JIRA

Confluence

Python

SQL

Windows 11

Job description

This salary information serves as a general guideline. Final offers are based on various factors, including qualifications, skills, experience, and other job-related criteria.

• Paid Time Off
• Health Insurance
• Health Savings Account (HSA)
• Dental Insurance
• Vision Insurance
• 401(K) with Roth option
• Life & Disability Insurance
• Tuition Reimbursement & Discretionary Profit-Sharing Bonus.

Job Summary:

This position will be responsible for performing technical customer support responsibilities, including; troubleshooting issues related to MCC software and hardware associated with our high-power burn-in test systems, identifying software bugs and creating procedures for bug fixes, creating and implementing software test plans and generating test reports, integrating software on product hardware, developing a knowledge database, working cross-functionally with internal departments during the software design and test phases and supporting the Field Service Department.

Key Responsibilities:

• Provide technical support to our customers, troubleshooting issues related to MCC software and hardware associated with our high-power burn-in test systems.
• Identify complex problems and resolve in a timely manner in order for the customer to avoid downtime.
• Identify software bugs, work with the customer to recreate issues and gather all of the information associated with the issue. Create documentation and testing procedures for bug fixes and software changes.
• Develop action plans and resolutions for our customers and effectively communicate with external and internal customers.
• Create and implement detailed software test plans/protocols and generate test reports to ensure software designs meet the customer specifications.
• Debug complex software implementations.
• Integrate software on product hardware.
• Develop a knowledge database of technical issues and resolutions. Creates and maintains Service Requests in our Support Portal, track testing and final releases of software packages.
• Work closely with other engineering disciplines, manufacturing and the customer throughout the software design and testing phases.
• Provide software support to customers for new and released products.
• Support the Field Service Department as needed in a Field Service Engineer capacity.
• Other duties as assigned.

Required Qualifications:

• Bachelor of Science in Computer Science, Software Engineering, Electrical Engineering or related technical field, or equivalent combination of education and experience, including military experience.
• Five + years relevant experience.
• PC experience including Windows 11 platform and OS, device driver updates, network and database connectivity.
• Experience with issue tracking systems such as JIRA or Confluence.
• Ability to multi-task with minimal supervision while working independently or in a team environment.
• Strong written and verbal skills.
• Strong initiative, good work ethic and strong problem-solving abilities.

Preferred Qualifications:

• Knowledge of digital electronics and some hardware background.
• Software testing experience.
• Customer support experience with a highly technical product.
• Experience with Python and SQL.
• Experience with communication protocols (MODBUS, Ethernet).

Physical Demands:

The physical demands described here are representative of those that must be met by an individual to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Position is primarily stationary with the need to sit or stand most of the workday.
• Specific vision abilities required for this job include close vision, distance vision and ability to adjust focus.
• May be required to periodically crouch, stoop, bend, or reach across all planes.
• Employee must frequently lift and/or move up to 10 pounds and occasionally lift/or move material weighing up to 60 pounds, 0 - 33 % of time.
• Ability to travel to customer sites, as necessary.
• May be exposed to high noise levels for short amounts of time. Noise levels average around 70 decibels and intermittently reach 85 decibels when working near large machinery (hearing protection required).