Software Support Specialist

AutoStore™; Denver (CO); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

HSA with company contribution

Paid time off & holidays

401(k) with employer match

Professional development programs

Life Insurance & Disability Insurance

Job summary

AutoStore is seeking a Software Support Specialist in Denver to provide technical assistance to our partners, troubleshoot issues, and ensure proactive, satisfactory resolutions across the partner network.

You will respond to incident, spare-part, warranty, and robot repair cases; provide on-site support at trade shows; participate in weekly TSS meetings; contribute knowledge articles, and develop training materials while collaborating with Sales and R&D.

Qualifications

• 4+ years of experience in software technical support or SaaS support.
• Experience troubleshooting web-based applications, cloud platforms, or software products.
• Familiarity with scripting and log analysis.
• Experience troubleshooting network issues.
• Knowledge of KPI tracking analytics tools.
• Knowledge of case tracking tools.
• Experience using AI to build solutions that improve efficiency is a plus.
• Bachelor's degree in a relevant field.

Responsibilities

• Respond promptly and effectively to incident cases, spare part cases, warranty cases, delivery quality cases, and robot repair cases.
• Provide on-site support to partners and trade shows as needed, demonstrating proficiency in all AutoStore modules
• Attend and actively participate in weekly Technical Support Specialist TSS/TSS Lead meetings to stay updated and contribute insights
• Proactively meet personal and team KPIs to ensure efficient support delivery
• Contribute to the knowledge base by writing informative articles to assist partners in troubleshooting and resolving issues
• Ability to create and present training and knowledge sharing materials
• Collaborate closely with internal teams including Sales, R&D, and others to ensure readiness for service and support
• Foster trusted relationships with partners and key stakeholders, ensuring effective communication and problem resolution
• Actively seek new knowledge and apply analytical thinking to break down complex problems
• Understand and explain the key elements of AutoStore technology and business model
• Make relevant knowledge accessible for others
• Uphold a calm mindset under pressure and during uncertainty
• Participate in our on-call rotation
• Some travel may be required

Skills

Software support

SaaS support

Troubleshooting

Web apps

Network issues

Log analysis

AI tooling (bonus)

Education

Bachelor's degree

Tools

Case tracking tools

Analytics tools

Scripting basics

Job description

AutoStore™ holds a simple yet powerful vision: to store and move things for everyone, everywhere. Founded in Norway, we've grown into a global technology company. AutoStore uses advanced software to automate and orchestrate order fulfillment. Our goal is to ensure orders arrive faster than ever, with minimal environmental impact. That’s how we help brands exceed customer expectations.

We have more than 1600 systems in nearly 60 countries, and we grow continuously as a community of employees, partners, customers, suppliers, and connected technologies. Automation should make life easier, and by listening carefully to our community, we innovate to meet the industry’s most complex needs. With AutoStore™, brands gain speed, efficiency, and improved workplaces. And much more floor space.

AutoStore – moving things forward.

The Role:

As Software Support Specialist, your role is to provide technical assistance and support to our partners. You\'ll be the expert they rely on for troubleshooting and resolving any issues they encounter. Your dedication to proactive problem-solving and ensuring partner satisfaction is essential for maintaining strong relationships and driving success within our partner network.

Key Tasks and Responsibilities:

• Respond promptly and effectively to incident cases, spare part cases, warranty cases, delivery quality cases, and robot repair cases.
• Provide on-site support to partners and trade shows as needed, demonstrating proficiency in all AutoStore modules
• Attend and actively participate in weekly Technical Support Specialist TSS/TSS Lead meetings to stay updated and contribute insights
• Proactively meet personal and team key performance indicators (KPIs) to ensure efficient support delivery
• Contribute to the knowledge base by writing informative articles to assist partners in troubleshooting and resolving issues
• Ability to create and present training and knowledge sharing materials
• Maintain a thorough understanding of internal procedures and processes outlined in the Technical Support Specialist Rulebook
• Collaborate closely with internal teams, including Sales, R&D, and others, to ensure readiness for service and support and provide valuable feedback from the support department
• Foster trusted relationships with partners and key stakeholders, ensuring effective communication and problem resolution
• Actively seek new knowledge
• Apply analytical thinking to break down complex problems
• Understand and can explain the key elements of AutoStore technology and business model
• Make relevant knowledge accessible for others
• Uphold a calm mindset when under pressure and in times of uncertainty
• Participate in our on-call rotation.
• Some travel may be required.

Key Qualifications:

• 4+ years of experience in software technical support, or SaaS application support.
• Experience troubleshooting web-based applications, cloud platforms, or software products.
• Familiarity with scripting and log analysis
• Experience troubleshooting network issues.
• Knowledge of Analytical Tools for KPI Tracking
• Knowledge of Case Tracking Tools
• Experience using AI to build solutions that improve efficiency is a plus.
• Bachelor\'s degree in a relevant field

We Offer:

AutoStore believes in taking care of employees and is dedicated to providing a supportive and rewarding work environment. Join us in our mission to store and move things for everyone, everywhere.

Compensation is expected to be $65,000 - $90,000 USD

• Comprehensive Medical, Dental, and Vision plans
• Health Savings Account (HSA) with a company contribution
• Generous Paid Time Off including 12 holidays, paid exercise time, paid volunteer time, and paid parental leave plans for all new parents
• Retirement 401(k) plan with employer match and discretionary profit sharing contribution
• Educational assistance and professional development programs including mentorship/coaching programs with external industry leaders
• Additional benefits include Group Life Insurance, Voluntary Additional Life Insurance, Disability Insurance, Employee Assistance programs, and more!

AutoStore is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances.