Technical Support Engineer

Kion Group AG; Grand Rapids (MI); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Career development

Competitive compensation

Pay transparency

Global opportunities

Job summary

KION Group AG (Dematic) is seeking a Software Technical Support specialist in Grand Rapids, MI to assist customers with application and system issues, diagnose and troubleshoot software problems, and work with engineering teams on complex cases.

You will train customers, document issues, contribute to knowledge base articles, and participate in on-call rotations, with travel about 5% within the United States.

Qualifications

• Bachelor's Degree in Computer Science, Software Engineering, or a related field.
• Proven experience in software support or a similar role.
• Strong problem solving and attention to detail.
• Excellent written and verbal communication skills.
• Experience with Oracle / MS SQL databases.
• Experience with Windows operating systems.
• Open to working with AI, preferably hands-on experience.

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

Technical support

Customer service

Troubleshooting

SQL databases

Windows administration

AI exposure

Documentation

Education

Bachelor's degree in Computer Science or related

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.

We offer: Career Development Competitive Compensation and Benefits Pay Transparency Global Opportunities 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.

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

KION brands keep the world moving – globally, regionally, and locally. KION is the Supply Chain Solutions Company. With over 42,000 employees in more than 100 countries, we enable smart, sustainable, and reliable supply chains worldwide - wherever goods are stored, moved, or delivered. KION offers its customers the full spectrum of solutions to make their supply chains future‑ready. Our international brands, Linde Material Handling, STILL, and Baoli and our regional brands, Fenwick and OM, stand for outstanding technological innovation, intelligent automation and service excellence in forklift trucks and warehouse equipment. Dematic complements this expertise with state‑of‑the‑art automation technology and AI‑supported software solutions that optimize intralogistics across warehousing, production, and distribution. Whether locally or globally – we offer exciting career opportunities in an innovative environment shaped by our core values: Integrity, Collaboration, Courage, and Excellence. Together, we create the magic of supply chain solutions. Join our team – Push it forward.