Software Support Engineer

ESSENTIAL DUTIES AND RESPONSIBILITES:

• 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.

OTHER DUTIES AND RESPONSIBILITES:

• 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.

Requires

• 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.