Software Development Engineer

Job Title: Software Development Specialist

Duration: 12 months

• Location: Hybrid – minimum 8 day/month in office; local candidates preferred. Expect more in-office time at the start of the assignment during onboarding and ramp-up.
• Experience Level: Entry level / junior. We expect to train on our specific platform, but the core competencies below are required from day one.
• On-Call: The role participates in a shared, team-wide on-call rotation. New team members are trained before joining the rotation. Because it’s a rotating responsibility, on-call response happens infrequently.

• Provide responsive support for the custom RMM platform, communicating with customers promptly and following each issue through to resolution.
• Perform scripting work related to software used in company products and the RMM platform.
• Handle a variety of software and support activities.
• Perform coding, testing, debugging, documentation, and research in support of software development and platform support work.
• Analyze and evaluate data and incorporate findings into the solutions developed.
• Contribute to the improvement of software development and support processes and procedures.

• Ability to read, interpret, and carry out technical instructions provided in written, oral, or diagram form.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Technical aptitude and a willingness to learn new tools and technologies quickly.
• Strong analytical and problem-solving skill, with methodical troubleshooting.
• Strong written and verbal communication skill, including timely, professional responses to customers.
• Strong organization and prioritization skill, with reliable follow-up on open issues.
• Ability to deliver consistent, high-quality work and to work both independently and as part of a team.
• Solid computer skill, including MS Office.
• Strong math skill: ability to work with units of measure, whole numbers, common fractions, and decimals; to compute rate, ratio, and percent; and to draw and interpret bar graphs.
• Ability to meet the physical requirements of the role: extensive sitting, phone, and computer use.

• IT Fundamentals – foundational IT skill including Windows support, basic networking, and hands-on troubleshooting.
• Troubleshooting – demonstrated, methodical problem-solving and the ability to diagnose and resolve technical issues.
• Communication – strong written and verbal skill, with the ability to convey technical information clearly and respond to customers in a timely manner.
• Organization & Prioritization – able to manage multiple issues at once, prioritize effectively, and follow up reliably.
• Independence & Quality – able to work independently and deliver consistent, high-quality results.
• Scripting – comfort with light scripting in support of the RMM platform (e.g., PowerShell or similar), or clear aptitude to learn quickly.
• Generative AI – basic, practical familiarity with everyday AI tools – for example, using an assistant to help draft a clear email response or summarize information. Deeper experience is welcome but not required.
• Customer Service – a customer-first attitude and the interpersonal skill to handle requests professionally and patiently. Formal experience is a plus but not expected at this level; what matters is genuine care for the customer experience.
• Technical Aptitude –ability to pick up new tools and technologies quickly. We don’t expect deep experience at this level, but we do expect someone who learns fast and is eager to grow their technical skill.

• Acknowledges customer and stakeholder requests promptly.
• Sets clear expectations on timing and provides regular status updates.
• Explains technical information clearly and professionally to both technical and non-technical audiences, in writing and verbally.

• Takes an issue from first report through to confirmed.
• Closes the loop with the customer to verify the problem is actually solved.
• Tracks open items and follows up proactively so nothing falls through the cracks.
• Follows team process with documentation and ticket management.

• Manages multiple concurrent requests and decides what to work on first based on urgency and impact.
• Keeps tickets, tasks, and documentation organized and up to date.
• Re-prioritizes calmly when new or higher-priority issues arrive.
• Communicates up when help is needed in meeting priorities.

• Delivers dependable, thorough work.
• Documents work clearly so others can understand, reproduce, and build on it.
• Tests and double-checks solutions before considering them complete.

• Approaches problems methodically: gathers information, forms a hypothesis, isolates the cause, and verifies the fix.
• Digs into root causes rather than treating symptoms.
• Knows when to escalate – and provides clear, useful detail when doing so.

• Makes steady progress with minimal supervision and knows when to ask for help versus push forward.
• Self-directed in managing a daily workload and seeing tasks through to completion.
• Reliable and accountable when working remotely on hybrid days.