Software Support Engineer - Customer-Focused Troubleshooter

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

Benefits offered by this job

Career Development

Compensation and Benefits

Pay Transparency

Global Opportunities

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.

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 attention to detail.
• Excellent communication skills, both written and verbal.

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

Strong problem solving

Excellent communication

Education

Bachelor's Degree in Computer Science, Software Engineering, or related field

Tools

Oracle / MS SQL databases

Windows operating systems

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.