Software Support Engineer

As a Software Support Engineer, you’ll provide software support for customers with complex conveyor and robotics systems driven by our in-house and third-party software providers. As a member of our Customer Service team, you’ll use your WMS/WES/WCS troubleshooting skills to answer support calls, identify software and network issues, perform root cause analysis, and develop resolution plans while building lasting customer relationships.

In This Role, You Will:

• Serve as the Subject Matter Expert (SME) on WMS/WES/WCS.
• Remote into customers’ business-critical automation systems as part of a Service Desk team.
• Evaluate downtime and degraded systems by reviewing Windows server status, Windows and third-party services, trace files, event logs, and discussing symptoms with users.
• Troubleshoot within Linux environments, including command-line proficiency, reviewing or modifying system configuration files, and parsing logs to identify critical data.
• Apply knowledge of modern software architecture, applications, databases, and cloud services.
• Work closely with our internal Software QA and Implementation teams to develop SME-level knowledge.
• Troubleshoot computer networks (TCP/IP) in the context of application issues.
• Provide clarity to customers as issues arise and document troubleshooting for failure mode analysis.
• Serve as a primary contact for select customer sites after implementation, including site visits to build and maintain relationships.
• Communicate effectively with customers regarding products, services, and issue resolution.
• Maintain accurate records of customer interactions, feedback, project warranties, support contacts, and service discontinuance orders.
• Keep system information current, including relevant software and equipment updates.
• Follow up on unresolved customer issues, coordinate with appropriate departments, and ensure resolution.

We’re Excited About You Because:

• You may have a Bachelor’s Degree in Computer Science or relevant experience.
• You have 2+ years of related experience, preferably with warehouse management (WMS), warehouse control (WCS), and warehouse execution (WES) systems.
• You are familiar with warehouse distribution and fulfillment centers.
• You are patient and have strong troubleshooting abilities.
• You communicate clearly, both verbally and in writing, to effectively troubleshoot issues.
• You can participate in a rotational 24/7 on-call team, meeting a 15-minute response time while on call.
• You possess excellent customer service skills and collaborate effectively with cross-functional teams.
• You manage competing priorities to ensure customer and project needs are met in a timely manner.