Software Support Engineer

This is a fully remote position, open to applicants in Tennessee.

📋 Description

• Deliver software support to clients utilizing intricate conveyor and robotics systems.

• Respond to support inquiries and diagnose software and network-related issues.

• Conduct root cause analysis and formulate resolution strategies.

• Act as the Subject Matter Expert (SME) on Warehouse Management Systems (WMS), Warehouse Execution Systems (WES), and Warehouse Control Systems (WCS).

• Remotely access customers' critical automation systems as a part of the Service Desk team.

• Assess downtime and system degradation by reviewing Windows server status, services, trace files, event logs, and engaging in user discussions.

• Troubleshoot issues within Linux environments, focusing on configuration files and logs.

• Utilize knowledge in software architecture, applications, databases, and cloud services.

• Collaborate with Software Quality Assurance (QA) and Implementation teams.

• Diagnose TCP/IP network issues in relation to application problems.

• Provide clarity to customers and document troubleshooting processes for failure mode analysis.

• Act as the main point of contact for specific customer sites post-implementation, including on-site visits.

• Communicate effectively with customers regarding products, services, and issue resolution.

• Maintain detailed records of customer interactions, feedback, warranties, support contacts, and service discontinuance orders.

• Keep system and equipment information up to date.

• Follow up on unresolved issues, coordinate with various departments, and ensure timely resolution.

⛳️ Requirements

• Bachelor's Degree in Computer Science or equivalent experience.

• A minimum of 2 years of relevant experience, preferably with warehouse management systems (WMS), warehouse control systems (WCS), and warehouse execution systems (WES).

• Familiarity with warehouse distribution and fulfillment operations.

• Strong troubleshooting skills.

• Excellent verbal and written communication abilities.

• Ability to participate in a rotational 24/7 on-call team with a 15-minute response time while on duty.

• Outstanding customer service skills.

• Effective collaboration skills with cross-functional teams.

• Capability to manage competing priorities efficiently.

• Proficiency in troubleshooting WMS/WES/WCS systems.

• Command-line proficiency in Linux.

• Experience in reviewing or modifying system configuration files and analyzing logs.

• Understanding of software architecture, applications, databases, and cloud services.

• Knowledge of TCP/IP networking concepts.

🏝️ Benefits

• Flexible Paid Time Off (PTO).

• Competitive salary packages.

• Comprehensive health benefits.

• 401(k) plan with a 100% match up to 5%.

• Discretionary Profit-Sharing Program.

• Employee flexibility and autonomy.

• Opportunities for community outreach.

• Company events and team-building activities.

• A family-like culture and a casual, focused work environment.