Software Support Engineer: Troubleshooting & Customer Success

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

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.