Software Support Engineer

October 5, 2022
St. Paul, Minnesota, United States of America
Job Type



  • Provide first and second level software support and engage with development if needed for issue resolution.
  • Assist customers remotely in software installations and configuration for their environment.
  • Answers customer inquiries and provides appropriate technical and/or product-related information in a professional manner.
  • Meet SLA requirements for customer interactions.
  • Effectively communicate customer issues and concerns to all applicable internal staff members.
  • Document customer inquiries utilizing the E2E ticketing system.
  • Become proficient in the use and functions of E2E software.
  • Takes ownership of issues and is responsible for resolution.
  • Promote E2E software and services while engaged with customers.


  • Test enhancements and changes to current software for Quality Assurance support to development.
  • Recommend process and technical improvements and document support processes for future reference.
  • Prepares reports and correspondence as needed.
  • Performs other related duties as assigned by management.

Provide backup support for hardware test lab and IoT sensor configuration.


  • Working knowledge of at least one of the following technologies: Linux, Windows, scripting, SNMP, relational databases, computer networking, or Java programming
  • Computer savvy and eager to learn
  • Understanding of SNMP management preferred, but not required.
  • Understanding of Linux shell scripts and/or windows batch files preferred, but not required.
  • Excellent interpersonal and communication skills.
  • Positive attitude in all interactions with customers while providing excellent technical support.
  • Eager to learn new technology and increase knowledge of products and/or services.
  • Ability to gather pertinent data, identify and evaluate options, recommend and engage in a course of action and work closely with Level 3 support if required to resolve issues.
  • Ability to prioritize, multitask, and deliver results in a timely manner.
  • Ability to learn quickly, take professional risks, and operate in fast-paced entrepreneurial environment.
  • Able to change direction quickly and show an eagerness to learn new technologies.
  • Great verbal and written communication skills.
  • Great analytical and problem-solving skills.
  • Regular, reliable on-site attendance required initially; remote work possible after initial period with specific days in the office.
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