Software Support Engineer

About the role

The Software Support Engineer provides customer-facing software support for KNAPP customers when they experience software issues, operational disruptions, questions, or service requests related to KNAPP software solutions. The role functions as a software-focused Service Desk Engineer, supporting incidents in collaboration with other internal departments.

Responsibilities

• Provide support to KNAPP customers experiencing software issues, operational disruptions, or service requests related to KNAPP software solutions.
• Work on incidents together with Service Desk, Logistics Operations Engineer's, software development, project teams, Service Delivery, and other internal departments to support timely and structured resolution.
• Follow KNAPP’s Incident Management process, including incident analysis, prioritization support, escalation coordination, customer communication and closure activities.
• Analyze software behavior, logs, interfaces, database information, system processes, and operational symptoms to identify possible causes and required next steps.
• Support customers and internal teams with troubleshooting, technical clarification, request handling, workaround identification, and resolution coordination.
• Trigger and support the Problem Management process when recurring incidents, known errors, systemic issues, or root-cause topics are identified.
• Maintain accurate documentation, including incident notes, troubleshooting steps, technical findings, known errors, change information, test results, and knowledge articles.
• Support knowledge transfer by sharing best practices, lessons learned, and technical guidance with Service Desk, Logistics Operations Engineer's, and other internal KNAPP teams.

Requirements

• Bachelor’s degree in Computer Science, Software Engineering, Information Systems, Computer Engineering, or a related field; equivalent relevant education or experience will also be considered.
• 2+ years of industry related experience.
• Technical understanding of warehouse software, system architecture, interfaces, databases, and logistics processes.
• Experience in 2nd Level Support, incident analysis, troubleshooting, escalation handling, and root-cause analysis.
• Understanding of ITIL-based support processes, including Incident Management, Problem Management, Change Management, and knowledge documentation.
• Advanced technical knowledge in Linux, databases, SQL/query analysis, trace and log analysis, and software support tools; experience with Java and/or C++ is preferred based on system scope.
• Strong analytical, communication, documentation, and customer-facing skills.
• Ability to work independently in a non-shift-based support role while coordinating effectively with shift-based operational teams when needed.

Qualifications

• Authorization to work in the U.S.
• Passport or ability to obtain passport
• Professional office etiquette is required at all times
• Travel required up to 20%, based on business need
• Occasional overtime or after-hours support may be required based on business-critical incidents, customer needs, or project requirements.

Skills

• Sitting for long periods of time
• Standing
• Walking
• Climbing a ladder
• Speaking
• Visual acuity
• Finger dexterity
• Listening
• Reaching at arm’s length
• Lifting up to 30 pounds

Benefits

• Industry competitive compensation
• Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
• 401k with a very generous employer match and no vesting!
• Paid Vacation & Holidays
• Profit Sharing
• Paid Parental Leave
• Subsidized Daycare
• Tuition Reimbursement
• Pet Insurance
• Subsidized food delivery
• Monthly celebrations
• Quarterly employee events
• Corporate Social Responsibility including recycling, sustainability and volunteering