Software Support and Documentation Engineer - Aurora, IL

About the role

Join Mitutoyo America, a global leader in precision measurement technology, as a Software Support & Documentation Engineer. This role involves providing advanced technical support for Mitutoyo software applications, troubleshooting software and hardware issues, documenting customer-reported problems, collaborating with software developers, and developing technical documentation.

Responsibilities

• Provide advanced technical support for Mitutoyo software applications via phone and email.
• Troubleshoot moderate to complex software, hardware, operating system, and application issues.
• Document customer-reported software issues for replication and resolution by engineering teams.
• Collaborate with software developers to identify, diagnose, and resolve product issues.
• Test software updates, enhancements, and fixes to ensure product quality and functionality.
• Stay current on new software releases, operating systems, hardware platforms, and emerging technologies.
• Develop, update, and maintain user guides, knowledge base articles, technical documentation, and online help content.
• Research and recommend new technologies and platforms for delivering automated customer support and technical documentation.
• Support product demonstrations and assist Sales with technical product inquiries when needed.
• Mentor and assist Software Support Specialists with advanced technical issues.
• Contribute to the continuous improvement of software support processes and customer experience.

Requirements

• Bachelor’s degree or equivalent combination of education, training, and experience.
• Minimum of four (4) years of experience supporting software applications or related technical products.
• Strong troubleshooting and analytical problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to explain technical concepts to both technical and non-technical users.
• Experience creating technical documentation, user guides, or knowledge base content.
• Strong customer service mindset with the ability to manage multiple priorities.

Preferred Qualifications

• Experience supporting industrial software or technical applications.
• Familiarity with metrology equipment or precision measurement systems.
• Knowledge of Statistical Process Control (SPC) and quality control methodologies.
• Experience working with software development or engineering teams.

Benefits

• Competitive Salary package - $65K - $75K Annually
• Minimum 17 days PTO plus at least 10 paid holidays per year
• Medical, Dental, Vision & Life Insurance
• STD, LTD, Employee Assistance Program
• 401(k) Plan plus company match
• Tuition Reimbursement
• Service Recognition
• Company Vacation House in Florida
• Standard Monday-Friday work schedule
• Minimal travel (less than 5%)

Pay

$65K - $75K Annually

Schedule

Monday – Friday | 8:30 AM – 5:00 PM

Travel

Less than 5%