Technical Support Engineer

Dematic; Grand Rapids (MI); On-site; USD 55,000 - 90,000; Full time

Benefits offered by this job

Career Development

Competitive compensation & benefits

Pay transparency

Global opportunities

Job summary

Dematic is seeking a software technical support specialist to assist customers with application and system issues, ensuring high satisfaction.

The role blends technical troubleshooting, customer support, database and Windows administration, and collaboration with software engineering teams, with opportunities to work with AI technologies and industrial automation systems.

Qualifications

• Bachelor's Degree in Computer Science, Software Engineering, or related field.
• Proven experience in software support or similar role.
• Experience with Oracle / MS SQL databases.
• Experience with Windows operating systems.
• Willingness to travel ~5% to customer locations and Dematic sites.
• On-call rotation availability.

Responsibilities

• Provide technical software support to customers via phone, email and chat.
• Diagnose and troubleshoot software issues.
• Collaborate with development team to resolve complex problems.
• Document and track customer issues; participate in knowledge base creation.
• Conduct customer training on software usage.
• Travel ~5% to customer locations and Dematic sites in the United States.
• Participate in on-call rotation outside business hours.

Skills

Problem solving

Communication skills

Customer service

Education

Bachelor's Degree (CS/Software Eng)

Tools

Oracle

MS SQL

Windows OS

Job description

This role is focused on software technical support, helping customers resolve application and system issues while ensuring a high level of customer satisfaction.

This position is a blend of technical troubleshooting, customer support, database and Windows administration, customer training, and collaboration with software engineering teams, with opportunities to work with AI technologies and industrial automation systems.

Learn More Here: https://www.dematic.com/en-us/about/careers/what-we-offer

Dematic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

The base pay range for this role is estimated to be $X-Y at the time of posting. Final compensation will be determined by various factors such as work location, education, experience, knowledge, and skills.

Logistics and Supply Chain Careers at Dematic | Dematic

Chart your path! Whether you are an engineer, customer service agent, supply chain expert, or salesperson, Dematic has a role for you.

We offer:

• Career Development
• Competitive Compensation and Benefits
• Pay Transparency
• Global Opportunities

Tasks and Qualifications:

This is What you Will Do in This Role:

• 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

What We Are Looking For:

• Bachelor's Degree (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.
• Experience with Oracle / MS SQL databases
• Experience with Windows operating systems
• Open to working with AI, preferably hands on experience.

Preferred Skills:

• Material handling experience
• Experience with Java, Golang, or Python
• Customer Service experience