Software Support Engineer — AI & Industrial Automation

Kion Group AG; Grand Rapids (MI); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Career development

Competitive compensation

Pay transparency

Global opportunities

Job summary

KION Group AG (Dematic) is seeking a Software Technical Support specialist in Grand Rapids, MI to assist customers with application and system issues, diagnose and troubleshoot software problems, and work with engineering teams on complex cases.

You will train customers, document issues, contribute to knowledge base articles, and participate in on-call rotations, with travel about 5% within the United States.

Qualifications

• Bachelor's Degree in Computer Science, Software Engineering, or a related field.
• Proven experience in software support or a similar role.
• Strong problem solving and attention to detail.
• Excellent written and verbal communication skills.
• Experience with Oracle / MS SQL databases.
• Experience with Windows operating systems.
• Open to working with AI, preferably hands-on experience.

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 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

Skills

Technical support

Customer service

Troubleshooting

SQL databases

Windows administration

AI exposure

Documentation

Education

Bachelor's degree in Computer Science or related

Job description

KION Group AG (Dematic) is seeking a Software Technical Support specialist in Grand Rapids, MI to assist customers with application and system issues, diagnose and troubleshoot software problems, and work with engineering teams on complex cases.

You will train customers, document issues, contribute to knowledge base articles, and participate in on-call rotations, with travel about 5% within the United States.