Remote job
Software Support Engineer
Job details
About this role
Role overview
Provide technical support for customers operating complex warehouse automation systems, including conveyor and robotics environments. You’ll investigate software, server, and network problems, guide customers through resolution, and work with internal teams to keep business-critical systems running.
Responsibilities
- Troubleshoot warehouse management, execution, and control software, remotely investigating incidents and degraded service. - Review Windows server and service status, trace files, event logs, Linux configuration, and system logs to identify likely causes. - Diagnose network issues involving TCP/IP and consider how applications, databases, architecture, and cloud services interact. - Explain findings and resolution plans to customers, record troubleshooting details, and follow up on open issues with relevant teams. - Coordinate with software quality and implementation colleagues, keep customer system information current, and support selected sites after implementation, including occasional visits. - Maintain accurate records of customer contacts, feedback, warranties, and support activity.
Requirements
- A computer science degree or relevant practical experience. - At least two years of related experience; familiarity with warehouse management, execution, or control systems is especially relevant. - Knowledge of warehouse distribution or fulfillment operations is useful to the work. - Strong troubleshooting skills, patience, and clear written and verbal communication. - Customer service skills and the ability to collaborate across teams and manage competing priorities. - Willingness to join a rotating 24/7 on-call schedule, with a 15-minute response expectation while on call.
Benefits and work setup
The role includes customer-facing service desk work and may involve visits to assigned customer sites. Listed benefits include health coverage, a retirement plan with matching contributions, discretionary profit sharing, flexible paid time off, and community and team activities.