Software Support Specialist

Software Support Engineer

Position Overview

We are seeking a Software Support Engineer to support specialized Windows-based software used by engineering and technical customers worldwide.

This is not a traditional IT help-desk or sysadmin role. The position is focused on troubleshooting proprietary software running on deployed customer systems, remotely diagnosing issues, reviewing logs and errors, performing software installations and upgrades, and working closely with engineering and software development teams to resolve technical problems.

Qualifications

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, Information Technology, or a related technical discipline.
• 2+ years of relevant software support, application support, technical support, or engineering support experience preferred.
• Experience with SQL and relational database systems preferred.
• Some software development or programming exposure preferred; candidates should be comfortable reading existing code, identifying errors, and troubleshooting software behavior.
• Familiarity with Windows command-line environments and Microsoft batch scripting is a plus.
• Technical support, software, IT, or related professional certifications are beneficial.
• Experience with FreshDesk or another ticketing/support platform is a plus.

Responsibilities

Software & Application Support

• Serve as the primary technical contact for customers using specialized Windows-based software systems.
• Diagnose software, configuration, database, and system-related issues through remote access, email, and phone.
• Remotely connect to active customer systems to investigate problems, review logs and errors, deploy troubleshooting tools, and perform software updates.
• Troubleshoot SQL-related issues and relational database interactions.
• Read and troubleshoot existing software code sufficiently to recognize errors, isolate problems, and assist with root-cause analysis.
• Perform new software installations, upgrades, and configuration changes for customer systems.
• Maintain accurate records of customer systems, configurations, and installed software versions.
• Coordinate RMA activity when a technical issue is determined to involve hardware requiring evaluation or repair.
• Document technical issues, troubleshooting steps, procedures, and final resolutions.
• Develop deep working knowledge of the company’s proprietary software and the technical equipment it supports.

Engineering & Software Collaboration

• Partner with engineering teams to troubleshoot deployed systems and identify root causes of technical issues.
• Work with software developers to reproduce software problems, identify defects, interpret logs and errors, and assist with corrective solutions.
• Escalate issues appropriately when changes to source code or product engineering are required.
• Support sales personnel when customer conversations involve technical service or product support topics.
• Coordinate with cross-functional teams to keep open technical issues progressing toward resolution.

Support Operations & Documentation

• Track technical support cases and analyze recurring issues and support trends.
• Prepare monthly and annual support metrics and summarize major technical issues and corrective actions.
• Develop Standard Operating Procedures, troubleshooting guides, and technical documentation.
• Participate in customer meetings and provide clear updates regarding technical issues and resolution plans.
• Identify opportunities to improve support processes, documentation, and overall software reliability.

Safety

• Follow established workplace and technical safety procedures.
• Provide feedback and recommendations that may improve workplace safety practices.