Software Support Specialiast – North America

Dataparc; Oregon (IL); Remote; USD 60,000 - 95,000; Full time

Job summary

Join a forward-thinking company as a Software Support Specialist, where your proactive approach will make a significant impact in the manufacturing sector. This role is perfect for someone with a strong technical background and a passion for solving complex problems. You will engage directly with clients, leading technical projects and providing exceptional support for our innovative software solutions. If you thrive in a collaborative environment and are dedicated to enhancing customer experiences, this opportunity offers you the chance to grow within a dynamic team focused on making a difference in industrial operations. Embrace the challenge and help us shape the future of manufacturing!

Qualifications

• 5+ years of technical support experience with a focus on complex case resolution.
• Strong skills in troubleshooting and customer engagement.

Responsibilities

• Manage technical support cases from initiation to resolution, ensuring customer satisfaction.
• Lead technical projects including server migrations and version rollouts.

Skills

Technical Support

Troubleshooting

SQL Server Administration

T-SQL Scripting

VBA Scripting

Customer Service

Networking (TCP/IP)

Active Directory

Education

Bachelor’s Degree in Computer Science

Tools

Microsoft OS

SQL Server

Windows Client

Job description

Software Support Specialist – North America

ABOUT dataPARC

At dataPARC, we don’t just make software – we make manufacturers’ lives easier by getting information to people in a way that it can quickly be used to solve problems. Improving industrial operations is what we do, and dataPARC is how we do it.

Over the past 25 years, we’ve built a reputation for delivering the most intuitive and easy-to-use manufacturing decision support system available. Our customers love us, and many have even joined our team.

We’re a forward-thinking company, always looking for employees who bring fresh perspectives and new ideas to our space. While we’re known for our expertise in industrial analytics, we’re also a team that values diversity, inclusivity, and collaboration. If you’re dedicated to making a difference in manufacturing, we want to hear from you.

dataPARC is a division of Capstone Technology, part of the BTG Group, a subsidiary of the Voith Group.

GENERAL SUMMARY:

We are looking for a Software Support Specialist to join our team! This role suits someone who is proactive, highly accountable, and solution-oriented, with a minimum of 5 years of relevant experience. This is a full-time, in-office role focused on end-to-end ownership of technical support cases, from initiation through to successful resolution. The selected candidate will directly engage with customers to troubleshoot issues, manage cases, and ensure timely resolutions. In addition to case handling, the support specialist will lead technical projects, including server migrations and version rollouts, collaborating with client cross-functional teams such as IT, Engineering, and Operations to ensure seamless implementation.

This role requires hands-on problem-solving and independent case management, along with the technical leadership needed to oversee customer interactions and project outcomes. Note: This is an individual contributor role with no managerial responsibilities.

LOCATION – This position is remote.

RESPONSIBILITIES:

• Serve as the main contact for technical support cases, engaging directly with customers, vendors, and resellers via phone and email, providing prompt and professional service.
• Take full ownership of assigned cases, managing all troubleshooting activities and guiding customers in gathering necessary information for resolution.
• Resolve advanced technical issues in dataPARC software, primarily on Microsoft OS platforms.
• Coordinate effectively across teams to address and resolve complex cases while maintaining high service standards.
• Lead technical projects (e.g., server migrations and version rollouts) by identifying infrastructure requirements, coordinating with customer teams, and independently performing application-side tasks from initiation to completion.
• Develop proficiency in SQL Server Administration, T-SQL scripting, and VBA scripting as needed.
• Create and document detailed solutions for technical issues, ensuring clear communication of technical solutions.
• Contribute to product testing and improvement by simulating customer environments, reporting bugs, and assisting with updates.
• Provide training to customers on product functionality and customization to empower effective product use.
• Maintain accurate time tracking for project management and billing purposes.
• Mentor junior team members, setting a strong example of technical expertise and customer service.
• Handle escalations, provide critical support for high-impact issues.
• Meet or exceed performance metrics related to case resolution and customer satisfaction.
• Maintain clear, detailed documentation for all case notes, solutions, and customer interactions to support knowledge sharing and consistency.
• Foster a positive, collaborative team culture and participate in an on-call rotation for after-hours support as needed.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Minimum of 5 years of experience in a technical support role, with a proven track record of independently resolving complex cases.
• Expertise in taking full case ownership, with hands-on troubleshooting skills and the ability to guide customers effectively.
• Advanced proficiency in performance, network, and software troubleshooting on Windows Client and Microsoft Server OS environments.
• Familiarity with Active Directory, Group Policy, and TCP/IP networking.
• Exemplify patience, empathy, and clear communication, particularly in high-stress or high-priority situations.
• Strong communication, documentation, and organizational skills, with an emphasis on detail-oriented case follow-through.
• Excellent customer service approach, balancing technical expertise with a collaborative attitude.
• Highly self-motivated and directed.

ORGANIZATIONAL RESPONSIBILITY STATEMENT

Responsible for personal safety and the safety of the team. In addition to the job-specific responsibilities listed above, all employees are expected to support and model BTG’s Code of Conduct and support BTG’s Values: Innovative, Reliable, Fair, Sustainable and Ambitious. Employees will be held accountable for knowledge and effective application of these principles.

SCHEDULE:

• Swing Shift

LANGUAGES:

• Required: English – Advanced / Fluent

PREFERRED QUALIFICATIONS:

Will be required learning if not already experienced

• SQL Server Administration, T-SQL, VBA scripting.
• Experience working with Time Series Historians (e.g., dataPARC, AVEVA PI, Aspen IP.21, Honeywell)

REQUIRED EDUCATION/EXPERIENCE:

• Bachelor’s Degree (preferred: Computer Science)